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AI in Call Centers: Top innovations for 2021

TechSee

Call centers are busier than ever. According to a 2021 survey, 65% of U.S. These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial intelligence (AI) in call centers. AI Call Center Solutions that Drive Value. Robotic Process Automation.

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3 Ways Cloud Contact Center Solutions Enable Innovation

Upstream Works

It’s easy for contact centers to build a business case for adopting cloud technology – reasons ranging from meeting the needs of today’s customers to finding an economical path to modernizing the contact center. Learn more about our omnichannel contact center solutions here.

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5 innovations from 2020 that will shape 2021

Talkdesk

I think we’re all more than ready for 2021, and if we apply the spirit of innovation sparked by 2020, it’ll be a very good year. Aim for the cloud For the past five years, we’ve seen the widespread acceptance of the cloud as the most viable option for contact center operations. Determine what needs to change. Transition.

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Calabrio Wins CUSTOMER Workforce Optimization Innovation Awards for Full WFO Suite and Speech Analytics

Calabrio

2020 was a time of great change for the contact center. To ensure our customers received this support, we pivoted our contact center solutions to help customers embrace this new world of work. As a result, Calabrio has been recognized as the winner of the 5th annual Workforce Optimization Innovation Awards.

Analytics 130
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Contact Center Predictions 2021: Extreme Digital CX Agility

CSM Magazine

Striking a balance between efficiency and customer experience has been a staple of good contact center strategy. Recent global trends and changing cultural shifts are going to require contact centres to add a third critical element to succeed in a dynamically changing world: extreme digital CX agility.

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Customer service trends for 2021: Top analyst predictions

TechSee

Customer service trends: Top predictions for 2021. More empathetic customer support is a critical trajectory for customer service in 2021. A recent survey by Aberdeen of 307 contact center leaders revealed a significant surge in remote work capabilities – a whopping 52% as of June 2020, and that is expected to increase through 2021.

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The Accelerated Need for Digital Transformation in 2021

Upstream Works

2020 brought a lot of changes to organizations and contact centers all over the world. Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. The Accelerated Need for Digital CX in 2021. New Drivers of CX Success.