In this interview with 3CLogic’s Chairman and CEO, Denis Seynhaeve, and Observe.AI’s Co-founder and CRO, Sharath Keshava Narayna, we explore the top challenges and opportunities contact center leaders will face in 2021.
In this interview with 3CLogic’s Chairman and CEO, Denis Seynhaeve, and Observe.AI’s Co-founder and CRO, Sharath Keshava Narayna, we explore the top challenges and opportunities contact center leaders will face in 2021.
Topics: workforce management, customer service trends, call center solutions, voice AI
Consider the Following:
- 20-40% of yearly sales for small and mid-sized retailers takes place during the last two months of the year
- 40% of consumers begin shopping before Halloween
- Black Friday sales are expected to top $2.4 Billion this year, representing 28% YoY growth
And what does a rise in holiday shopping generally mean for businesses? More sales, obviously. But it also tends to imply an increase in call volume tied to clients inquiring about purchases, requesting additional support, making inquiries, and also submitting the occasional complaint.
Topics: crm integration, multichannel call center, CRM, remote agents, scalability, self-service, kpis, at-home agents, IVR menu, IVR, high call volume, multichannel communications, business intelligence, workforce management, reporting and analytics