On January 22, ICMI Service Management and Support Industry Analyst Roy Atkinson hosted a webinar entitled “2020 Vision: Contact Center Trends to Watch.” The event was sponsored by Serenova. During the event, Atkinson discussed current trends that will shape the future of the contact center industry. The Future of the Contact Center. Summary. By 2025, the contact center organization will be exploiting the benefits of an application ecosystem and tools to better equip staff to work in teams. Application leaders for customer service must assess the technology and changes for the future of work to provide cutting-edge customer experiences. Customer preferences, customer experience and customer effort will dictate the operations of contact centers in the future. With digital mediums becoming the preferred channels of communication, contact centers of the future would look a lot different from today. In this FREE White Paper, you will learn about: New metrics, channels, technologies and ideas are forever changing how we run customer contact centers. They are not, however, changing why we operate contact centers: to meaningfully connect with customers. In revealing their outlook for 2019, customer management executives confirm a renewed emphasis on the human touch. The combination of multiple calls from customers with the same repetitive questions and angry complaints coming at them all day long is why the attrition rate is so high in call centers. Turnover among contact center agents today can be around 40% a year. It can be less than 10% if we make the work more interesting and pleasant.
Top 10 Trends Shaping the Future of the Contact Center [Whitepaper] 1. Omni-Channel Communications (in a Multi-Channel World). 2. Go Digital or Go Home. 4. Measure Your Performance and You’ll Go Far. 5. Social Media − a Not-So-Secret Weapon. The future of contact centers is AI. Whether it’s your job or you’re just getting in touch to solve a problem, nobody really seems to enjoy dealing with contact centers (call centers). From the robot that can’t understand a word you say to poorly sourced workers that you can’t understand, dealing with a contact center can be extremely stressful. 5 Trends Changing the Contact Center 1. Hiring Growth, Not Decline. 2. Live Agents still drive CSAT. 3. Increasing Job Complexity. 4. Automation Elevates Skill Requirements. 5. Expectations for Consumer-like Learning. In the future, will we still have call centers that take phone calls? How about in 10-20 years? Customers often don’t have a great perception of call centers, especially having to wait on hold
31 Oct 2017 technologies and customer preferences. This presentation is intended to take you through the evolution of contact centers over a period o… 1 day ago Chatbots, Conversational Messaging, Customer Service. The elephant in the room for customer support departments and contact centers is a 26 Jul 2017 As shifts to digital and automation are being made in the marketplace, what is the role of the contact center in tomorrow's financial institution? 30 Jan 2018 L.E.K. Consulting offers insight into the future of call centers and why they may be around for longer than expected. Find out how advances in The contact center of the future is available…today: Agents and bots are working together to make it easier for customers to self-serve and make agents more
We saw a lot of changes to the call center and customer experience landscape in 2018. Cloud communications and virtual agents were on the forefront of everyone’s minds, and social media was more important than ever. 2019 shaped up to be the year of strategic thinking: better analytics, more intentional social media conversations and innovative ways to involve artificial intelligence. The contact centre of the future will present a unified front. Whether the customer will be contacting a company via phone, email, chat, live chat or social media, every agent will have a full view of the recent interactions and queries. They will need to adapt their skillsets to meet the demands of the future customer and expectations directors place on the contact center. Plus, with the rise of self-help and user communities, only the most complex problems will end up in a call center. The Future of Success in Contact Centers. I love this quote from Shep Hyken because I believe it holds the same truth for Agents: "True loyalty doesn’t come because of an app. It doesn’t come because you have a punch card where after ten punches you get a free sandwich. It is about the relationship. The contact center industry is expanding with a furious rate and the consumer space is changing very dynamically. This infographic, talks about how the future of the ever-growing business space will be perceived in the coming few years, along with what has changed and what will change even more rapidly. The average number of mobile users has … More call centers are using robust data analytics tools for small businesses to turn these metrics into meaningful feedback that abridge decision making. Besides, the use of quality assurance software to measure call center performance is now more widespread, with custom scorecards mainly relevant.
Top 10 Trends Shaping the Future of the Contact Center [Whitepaper] 1. Omni-Channel Communications (in a Multi-Channel World). 2. Go Digital or Go Home. 4. Measure Your Performance and You’ll Go Far. 5. Social Media − a Not-So-Secret Weapon. The future of contact centers is AI. Whether it’s your job or you’re just getting in touch to solve a problem, nobody really seems to enjoy dealing with contact centers (call centers). From the robot that can’t understand a word you say to poorly sourced workers that you can’t understand, dealing with a contact center can be extremely stressful. 5 Trends Changing the Contact Center 1. Hiring Growth, Not Decline. 2. Live Agents still drive CSAT. 3. Increasing Job Complexity. 4. Automation Elevates Skill Requirements. 5. Expectations for Consumer-like Learning. In the future, will we still have call centers that take phone calls? How about in 10-20 years? Customers often don’t have a great perception of call centers, especially having to wait on hold The Future of Contact Centers By adding new SMAC Stack technologies, organizations can address . customer queries and issues in consistent ways across multiple channels – enhancing customer loyalty and operational performance. Executive Summary. Contact centers have evolved from rudimentary . stand-alone operations deployed over a single 20 predictions for the contact centre of the future 1. Easy is the new loyalty. 2. Omnichannel contact will accelerate. 3. Webchat, not social media, will be the biggest growing channel. 4. Smartphones will fundamentally change behaviours. 5. The contact centre model will change. 6. Contact