Contact center trends move fast, which makes trend-spotting an invigorating sport for those who dare to participate! We’ve gazed into the crystal ball here at Fonolo, and we see fascinating changes coming down the pipe for the year ahead.
There’s no denying that some of the changes impacting contact centers over the last four years continue to make waves – notably the enduring appetite for hybrid and remote work. Although the seismic shifts ushered in by the pandemic linger, the pandemic context is no longer the focus.
Today’s trends are tech-driven
Today’s top customer service story is all about technology. We live in an era of big data, AI, and automation, and the trends that matter in CX this year begin with the abilities – and pain points – ushered in by this technology. For example, big data makes things like hyper-personalized customer service possible, but it also puts enormous stress on data security. Both are hot-button topics this year.
Our 2024 trends document covers it all. Download it now, for free, and take a deep dive into the changes moving the contact center industry forward in the year ahead. Here’s a snapshot of what you’ll find:
2024 Contact Center Trends
Chatbots get a glow-up
By now, most of us have had a run-in with the first generation of chatbots. These hard working bots are putting in long hours across the web, directing traffic and answering simple questions. In 2024, we think they will get a major glow-up as companies embrace a much more intelligent version of chatbots. These AI-driven virtual assistants can understand – and even learn – human language and detect sentiment too. That means they can have conversations and answer questions far beyond a simple script.
Contact centers are eager to save labor costs by employing these better bots in a customer-facing capacity. But we think the bigger payoff will be found on the agent side. Real-time agent assist can improve the quality of customer service by prompting agents with appropriate responses, offering real-time product recommendations to customers, and letting agents know how the call is going.
Live translation could be a game-changer on the hiring front, as it could widen the prospective job pool to include otherwise qualified applicants who may need some language assistance. In a tight labor market, this is a very big deal.
Customer service has always been about meeting your customers on their journey. But with hyper-personalization, this practice gets more advanced. Using data, analytics, and artificial intelligence, hyper-personalization in the contact center may start with an AI-driven virtual assistant who can gather your information and answer your questions.
If a live agent is needed, smart call routing will direct you to the agent best suited to solve your problem. If calls are spiking and all agents are busy, call centers can offer you a Call-Back, or even a Scheduled Call-Back, which allows you to decide what time you’d like to schedule a conversation.
Once you’re on the line with an agent, AI-assist will also ensure your full transaction history and account details are pre-populated, so you don’t need to repeat your information. The AI may recommend personalized product picks or services you didn’t even know you needed!
Customers enjoy this kind of integrated, personalized service, and they’re starting to expect it from all their customer service interactions.
We expect 2024 to be a fascinating year in CX and customer service in the contact center space. Stay ahead of all the trends that matter by downloading our free 2024 Trends whitepaper today.