Developments in Contact Centers for 2022
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Developments in Contact Centers for 2022

By CIOReview | Friday, June 24, 2022
Cio Review

Cio Review

Contact center solutions have expanded significantly beyond inbound and outbound phone conversations.

FREMONT, CA: Contact center industry trends for 2022 focus on driving efficiency and cost-savings momentum while also enhancing customer (CX) and employee experiences (EX). To do this, conventional contact center labor models will not suffice. Instead, invest heavily in customer experience (CX) and technology advances, such as remote workforces, intelligent automation, and cloud infrastructure.

Here are some contact center trends and customer experience (CX) initiatives for 2022 and beyond that will help organizations achieve long-term stability:

Spread out labor: During quarantine, digital transformation accelerated dramatically. This abrupt and pervasive shift in how we engage with agents and consumers shocked firms with merely isolated sites. Those who were not adaptable suffered agent shortages, operational problems, and business continuity issues.

During the crisis, organizations with distributed operations and home-based infrastructure fared better than those with centralized physical facilities. Contact centers with distributed resources were prepared to disperse and deploy local resources or relocate operations.

The days of mega-centers are waning; the future will be swift, agile, and dispersed. Utilize a physical and remote hybrid form of employment to maximize talent, resource, and location diversity. This adaptability will be required to deploy customer service agents with varying volumes and support requirements.

Maintain remote operations: Natural or man-made disasters generated high volumes of aid and exceeded capacity, placing clients on hold during times of stress. According to a study published in the Harvard Business Review, hold times increased by 34 percent during the financial crisis, and escalations rose by 68 percent at some organizations. Whether anticipated or unanticipated, leaders must be prepared for the next crisis. Remote alternatives and adaptable staffing methods enable contact centers to scale effectively.

The beauty of remote work is the opportunity to exceed the capabilities of a conventional office building. Leverage the service capabilities made possible by remote work to provide your business with a flexible means of deploying emergency personnel during times of crisis. In unpredictable times, the potential of cloud-based contact centers lies in their ability to pivot and scale support capacity rapidly.

Prioritize digital-first: Tools for digital transformation encompassing automation, AI-enabled learning, communications, and cloud-based systems are now essential. Customer-facing enterprises learned the mission-critical benefits of a digital-first approach when they were forced to deploy solutions during a crisis rapidly.

The capability of AI to analyze caller sentiment and make pertinent, real-time suggestions enables agents to provide immediate outcomes backed by human empathy.

Make automation, AI-powered learning, messaging, and cloud-based solutions pillars of your contact center's operations. Through agents and technology, expenses have decreased while contact resolution, staff productivity, and customer happiness have increased.

Expand CX self-service: The pandemic necessitated a massive effort to satisfy critical demands in every business. Due to the allocation of labor resources to urgent matters, self-service was required to deflect call volumes. Intelligent interactive voice response systems, online frequently asked questions, automated chatbots, and improved knowledge bases have become essential call deflection solutions.

These deflection techniques liberated agents for crucial tasks requiring greater consideration, thoughtfulness, and sensitivity.

The trend for self-service will allow businesses to increase their service capacity with the same number of worker units. These developments will be valuable for providing clients with timely access to pertinent information without forcing everyone to use the voice channel.

Contact centers must provide digital omnichannel support with human backup in the future. Providing self-service options makes it easy for clients to switch between channels and quickly call an agent.