Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Application leaders responsible for contact centers must match investment planning with operational and business goals”. In the recent times, the call center solutions hosted on cloud such as, virtual call centers, IVRs, cloud hosted dialers have changed the scenario , substantially.

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Call Center Customer Support Customer centricity Contact Center 56

aircall

NOVEMBER 17, 2016

In 2016, 60% of consumers reported having higher expectations in terms of customer service than they did the previous year. As the software used by customer support teams gets more agile and intelligent, data collection becomes more accessible to businesses of all size. Unfortunately, to stagnate is to lose relevance.

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Customer Service Self service Brand ambassadors virtual call center 54

Fonolo

NOVEMBER 17, 2020

The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. But the number of companies that scored ‘good’ or ‘excellent’ increased from 18% in 2016 to 38% in 2017 – the highest rating ever. Call Center Trends 2016. of contact center traffic.

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Contact Center Gamification Call Center Average Handle Time 176