As 2019 increasingly becomes a distant memory, it’s time to gear up for the newest customer service trends in the ever-evolving contact center industry.

No matter how good your product or service is, customers will more often than not have objections that will make them hesitate before making a purchase.

There are times when data alone cannot help you understand what really is going on during calls. It is for these reasons that you should consider utilizing real-time monitoring, a powerful tool which allows you to listen in to ongoing conversations, supervise your agent’s input as needed, and join a call if necessary.

People tend to say cold calling is dead, but in reality, there’s still a lot of potential in cold sales calls. But only if you do it right. When it comes to cold calls, getting it right means thoroughly planning your conversations in advance.

In today’s CX-driven world, customers can choose from a number of platforms when they want to communicate with your customer service team. As a result, businesses receive inbound conversations on far more channels than they used to.

Ask any call center manager what’s one of the most important KPIs they constantly strive to achieve in the call center, and you can be sure that they’ll tell you: it’s customer satisfaction. Now ask customers what they find the most annoying when they contact a company’s customer service department, and you can be sure that they’ll tell you: it’s unresolved issues.