2015, Benchmark, Big data and Call Center

Contact Center Trends 2021: The CX Watershed

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Omnichannel, Cloud-Based Contact Centers.

Contact Center

Contact Center Gamification Call Center Average Handle Time

5 customer experience trends: What’s expected from your brand in 2020

delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. Fueled by big data, AI is reshaping how brands scale their businesses, improve product offerings, and connect with customers.

Customer Experience

Customer Experience Surveys Feedback Marketing

Customer Contact Central

Contact Center Trends 2021: The CX Watershed

5 customer experience trends: What’s expected from your brand in 2020

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