3 Crucial Contact Center Trends in 2021
After assessing how the pandemic had changed the call center in 2020, we decided to peek...
Tag: customer-experience-trends
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The State of the Contact Center in 2020 | Industry Report
Shrinking budgets, growing attrition, and a scramble to deliver safe and secure working environments. The State...
Why You Should Read these Contact Center Books
If you’re like me, you love to lose yourself in a good story. Whether they’re long...
CX Trends You Need to Watch in 2018 [White Paper]
2018 is game time. It’s time to look at your customers as teammates rather than...
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One thing that Stands in the Way of Great Customer Service
Historically, great customer service depended on one thing: people. Call center agents acted as the main...
10 Leading Customer Experience Trends for 2017 [Whitepaper]
As consumers become more empowered, organizations need to think about what it truly means to be...
5 Stats that Prove the Importance of Self-Service
Customers today don’t want to waste time and energy calling, chatting or emailing with customer service...
4 Takeaways: Google Hangout on 2017 CX Trends
Last week, Fonolo hosted yet another insightful Google Hangout discussing the biggest customer experience trends for...