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2022 Trends: Imagine the Future of Call Centers

TechSee

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences. Digital-first interactions Helping customers from afar is nothing new.

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Customer Service Trends 2020

TechSee

However, many companies are still struggling to make the customer service experience as effortless as possible. To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020. Customer Service will become increasingly AI-driven. Explosion of virtual contact centers.

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Call Center Automation Depends on Collaborative AI

TechSee

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Post-call analysis also benefits from AI. Collaboration is key.

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The Gig Economy is Paving the Way for Agile Customer Service

TechSee

Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead. The Concept of GigCX: Freelance customer service agents. Why Customer Service is adopting the Gig Model.

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Key 2020 Trends: Cloud Contact Centers

Call Experts

By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Key providers are building professional services and resources to assist customers with strategic AI plans. Key 2020 Trends: Cloud Contact Centers.

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10 Ways the Best Call Centers Thrive in the New Normal

Uniphore

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Along the way, we learned a lot about the obstacles customers and agents face today.

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Protecting Your Contact Center Agents’ Emotional Well-Being

Playvox

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Burnout Burnout is at the heart of poor emotional well-being in a contact center.