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Live Chat Benchmark Data 2021

Comm100

How did agent and customer experience change, and what does this mean for 2021? Our annual live chat benchmark report reveals the answers to these questions, pulling from over 66 million chat interactions. Free Download: Live Chat Benchmark Report 2021. Predictions and best practices for 2021. Download Now.

Data 131
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Top 5 Customer Experience Predictions For 2021

Kustomer

Over 80% of companies who prioritize customer experience report an increase in revenue. Below are five emerging trends that we predict will shape CX in 2021. But don’t worry, 2021 isn’t going to feature any giant robots wielding machine guns. More Businesses Will Switch to an Omnichannel Approach. Improved CX With AI.

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The time is now for omnichannel retail: 2021 consumer trends

delighted

Shopping patterns in the US have changed dramatically since January 2020, when the first coronavirus case was reported in the US. A year after the pandemic began, in April 2021, we’re seeing a resurgence in consumer spending with the US vaccine rollout and as businesses reopen. Omnichannel retail will be the new normal.

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Contact Centre Trends 2021: Fonolo Report

Peter Lavers

This has particularly affected contact centres, and our founding director Peter Lavers was recently asked to contribute to Fonolo’s 2021 Contact Centre Trends Report. You can download the full report by clicking here.

Report 52
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Best Practices for Small Business Customer Service in 2021

Comm100

While the Covid storm still isn’t over, it’s more important than ever that small businesses create mindful, strategic approaches to customer service in 2021. Making it easy for your customers to reach you across different channels is vital, especially in 2021. – Use social media as a key customer service channel.

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Top 5 Customer Experience Predictions For 2021

Kustomer

Over 80% of companies who prioritize customer experience report an increase in revenue. Below are five emerging trends that we predict will shape CX in 2021. But don’t worry, 2021 isn’t going to feature any giant robots wielding machine guns. More Businesses Will Switch to an Omnichannel Approach. Improved CX With AI.

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New Buyer’s Resource: Use Cases in Gartner 2020 Critical Capabilities Report

NICE inContact

Gartner recently published the 2020 Critical Capabilities for Contact Centers as a Service research report and NICE inContact received among the four highest scores in all use cases. We believe that both use cases have even more relevance today and practical applications in 2020 and 2021.

Resources 156