Lithium

NOVEMBER 6, 2020

We can’t wait to see what you do in 2021. This year they achieved a 38k year-over-year increase in digital interactions, a 49% year-over-year decrease in chat average handle time, and a 44% call deflection rate on Apple Business Chat. All-Ways Connected — Tealium. Best-in-Class: Community — Airbnb.

2020 52

2020 Social Media Return on Investment ROI 52

Lithium

NOVEMBER 6, 2020

We can’t wait to see what you do in 2021. This year they achieved a 38k year-over-year increase in digital interactions, a 49% year-over-year decrease in chat average handle time, and a 44% call deflection rate on Apple Business Chat. All-Ways Connected — Tealium. Best-in-Class: Community — Airbnb.

2020 40

2020 Social Media Return on Investment ROI 40

TechSee

JUNE 25, 2019

Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019. When gamification is introduced into a call center environment, agents compete to complete objectives and outpace other agents in specific KPIs such as hours worked, lessons learned or average speed to answer.

Technology 122

Technology Customer Service Contact Center Call Center 122