2021 Average Handle Time Technology 
TechSee
FEBRUARY 1, 2021
No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. billion in 2021, at a CAGR of 43.6%. billion in 2016 to $17.67 The driver for this growth? Artificial intelligence (AI).
Upstream Works
NOVEMBER 19, 2020
These drivers will continue into the new year has contact centers strive to meet new customer demands – by upgrading technology while knowing how to deploy the new capabilities. The below three drivers of CX success will help to keep customer loyalty strong as we move into 2021. Supporting a Distributed Workforce.
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TechSee
JUNE 25, 2019
of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. As the technology matures, many companies will inevitably look for holistic AI solutions that unify customer and operational data to achieve the most valuable and actionable insights.
Think Customers
JANUARY 25, 2021
They are expecting easier, better, and faster CX in 2021. Although there are many ways to synergize machines and humans in the call center, CX experts agree these four are primed to deliver the greatest outcomes in 2021. Innovation in technology moves at lightning speed and can become outdated and clunky very quickly.
ShepHyken
APRIL 2, 2021
in the first quarter of 2020, and expected to continue to rise throughout 2021. For many businesses, meeting increased online demand means a pivot to more automated ways of providing support, like chatbots, to free up agents to handle more complex issues. That number is up from 11.8%
ViiBE Blog
DECEMBER 21, 2020
Truck rolls are expensive, with the average truck roll costing up to $1,000 USD per the Technology Service Industry Association. The digital transformation of the field service industry, led by AR remote assistance technology , has been instrumental in reducing dispatch rates and lowering truck rolls. What is ticket tracking?
Uniphore
JULY 30, 2021
On July 27th 2021, Uniphore and Jacada signed a definitive agreement according to which the two teams will become one. Almost everyone recognizes the importance of customer experience, but even in 2021, effortless customer experience remains an illusive goal, as only 12% of businesses score highly on the NPS scale.
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