Observed Signal · Dec 17, 2021 · Other · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
Call Center Leaders Share 2022 Focus Areas for Agent Experience
Call center leaders outlined their priorities for 2022 in a CMSWire feature, focusing on agent experience and business outcomes. Citing a CGS report, the article notes that rising call volumes and COVID-19-related service level concerns remain key challenges. Swapan Nandi of Mitel emphasized seamless contact center experiences as critical to customer loyalty. Mike Bowman of ECSI described using automation, self-service, and virtual assistants to manage seasonality and staffing shortages, while upskilling staff in automation and RPA. Mastercard's Tom Hinds detailed revamped training that reduced new agent ramp time from six weeks to about five days and includes weekly coaching for 10,000 agents. Brian Briggs of Stericycle Communication Solutions outlined an agent enablement roadmap for 2022 featuring entity extraction, cognitive search, and real-time sentiment analysis for service recovery.
Feature article with executive insights on call center automation and AI; useful for CX/MarTech context but no breaking industry event or direct AdTech impact.
Track Mitel Signals & Market Shifts in Real-Time
Polaris7 autonomous intelligence agents track regulatory filings, primary sources, executive changes, and deal flow 24/7. Create your free Explorer workspace to monitor these entities.
Key Takeaways & Evidence Grounding
- CMSWire published the feature on Dec 17, 2021.
- CGS reported call center leaders face growing call volumes and service level uncertainty from COVID-19 waves.
- ECSI uses automation, self-service and virtual assistants to manage seasonality and staffing.
- Mastercard cut new-agent training time from six weeks to four-to-five days and coaches 10,000 agents weekly.
- Stericycle Communication Solutions plans 2022 agent enablement with entity extraction, cognitive search and sentiment analysis.
Connected Companies & Entities
2 Entities mapped“Swapan Nandi, senior director, Next Gen Solutions at Mitel....”
“Tom Hinds, vice president of global contact center management and technology and strategy at Mastercard....”
Ontology Mapping & Concepts
Related Market Signals & Shifts
Recent verified developments and strategic activity across this market segment.
Identity Verification Market to Reach $33.36B by 2031
MarketsandMarkets projects the global identity verification market to grow from $16.48 billion in 2026 to $33.36 billion by 2031, at a CAGR of 15.1%. The report highlights key drivers such as digital onboarding, remote transactions, and increasing regulatory requirements. The solutions segment is expected to dominate, with the on-premises deployment leading. Asia Pacific is projected to register the highest CAGR. The market is seeing significant M&A activity, including acquisitions by Socure, Signicat, and LexisNexis Risk Solutions. Notable investments include Persona's $200M Series D and Socure's recent growth funding. The report also lists major players and emphasizes a shift toward unified platforms integrating verification, fraud prevention, and risk assessment.
TrueLayer Raises $27M Led by CDP Venture Capital
UK-based open banking payments fintech TrueLayer has secured a $27 million investment round led by Italy's CDP Venture Capital, with participation from new and existing investors. The company, backed by Stripe and Tiger Global, aims to strengthen its presence in Italy, where it already employs about 70 people in Milan. The funds will support further expansion and hiring through 2027. TrueLayer, founded in 2016 by Italians Francesco Simoneschi and Luca Martinetti, offers account-to-account payments as an alternative to card networks like Visa and Mastercard. The company has raised approximately $350 million in total.
Mastercard and Tamatem Partner on Gaming Payments in MENA, Africa
Mastercard has partnered with Tamatem, a mobile games publisher in the MENA region, to enhance gaming payment experiences across the Middle East and Africa. Through this collaboration, Mastercard Gateway, available via Mastercard Merchant Cloud, will serve as the payment gateway for Tamatem Plus across more than 13 markets, with Saudi Arabia and the UAE being the first to launch. The integration enables players to use localized web stores and in-game checkouts via cards, local alternative payment methods, and telco wallet balances. Tamatem Plus currently supports over 30 localized storefronts and offers access to more than 50 local payment methods through a single integration. Mastercard Gateway will also provide 24/7 technical support, multiple local and international acquirer connections, and training and knowledge transfer. Tamatem CEO Hussam Hammo highlighted the partnership as a signal of what homegrown Arab technology can achieve globally.
Track Real-Time Market Signals & Shifts
Set up custom watchlists to receive automated, evidence-grounded executive digests whenever material signals or shifts occur across your tracked landscape.