Top 5 Contact Center Trends for 2021

As technology and customer trends evolve, so must call centers in order to keep up. In 2021, some trends remain and new ones are emerging. With a focus on remote workers, here are the trends your call center should be looking at for the year to come.

Optimize Your Sales Process with Lead Qualification

Lead qualification is a vital step in the sales process. By having agents qualify leads, your lists become refined and allow closing agents to make more accurate calls. This process can weed out uninterested leads leaving better contacts for closing agents.