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Contact Centre Predictions for 2020

Callminer

Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. Here are my predictions on how the contact centre will evolve in 2020. This is only likely to get worse in 2020 if call centres aren’t prepared to handle it correctly.

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Intercom’s 2020 people pivot

Intercom, Inc.

Throughout this year on the podcast, we’ve talked to people from various companies about how they’ve met the challenges posed by the events 2020. The post Intercom’s 2020 people pivot appeared first on Inside Intercom. You can subscribe on iTunes , stream on Spotify or grab the RSS feed in your player of choice.

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Contact Centre Predictions for 2020

Callminer

Microsoft’s Richard Peers predicted that by 2020, 85% of customer service interactions would be handled without a human agent. Here's what I think.

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2020 on Inside Intercom

Intercom, Inc.

Given how unprecedented 2020 has been, with turbulence and tragedy on so many fronts, it’s hard to try and pick a post that sums up the year on Inside Intercom. The post 2020 on Inside Intercom appeared first on Inside Intercom. From all of us here on the Intercom Content team, we wish you a very peaceful and safe holiday season.

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2021 Community Predictions

2020 was a year unlike any we've seen in our lifetimes. Will these unprecedented times expedite the rise of branded communities? What can organizations do to ensure their business remains relevant? This year's Community Predictions has all the answers!

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What we learned from Scale in 2020

Intercom, Inc.

As it happens, 2020 has only reinforced this, by highlighting again and again the importance of strong customer relationships as the structural foundation on which solid businesses are built. The post What we learned from Scale in 2020 appeared first on Inside Intercom.

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2020 US CallMiner Churn Index Infographic

Callminer

This infographic shares the four stories behind the 2020 US CallMiner Churn Index report.

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Research Report: The State of Community Management

In collaboration with the Community Roundtable, we have provided you with a comprehensive summary of The State of Community Management 2020, including an assessment of three key findings: Advanced Communities Create Generative Value. External Communities Elevate the Customer Experience. Internal Communities Reveal Untapped Potential.