What are the Contact Centers Trends for 2021?
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What are the Contact Centers Trends for 2021?

By CIOReview | Monday, June 21, 2021

As people look ahead to 2021, a continued emphasis on providing exceptional customer experiences and enhancing customer journeys are placed.

FREMONT, CA: People have encountered their share of difficulties this year. However, many contact centers have accomplished more than simply adapting to these changes by utilizing agent-empowering technology. Instead, they’ve confronted them head-on and transformed operations to deliver the service customers expect, when and how they expect it — via phone, chat, email, social media, or other channels. The following are some contact center trends below.


The COVID-19 outbreak and linked stay-at-home restrictions dramatically increased reliance on cloud companies. Companies have shifted their agents to home offices and established cloud contact centers to continue business as usual. Companies expect to continue these innovations in 2021. Companies that embraced cloud immediately saw its benefits, including business agility, business continuity, enhanced security, increased productivity, and better agent experiences.


The customers don't want strict limitations on how a cloud-based contact center operates. Instead, they want to cloud their way—with flexibility, scalability, and portability on their terms, regardless of their business size or complexity. Hence, more customers say "no more" to proprietary, single-vendor lock-in and forklift upgrades in 2021. Instead, they welcome customizations that let them buy and plug-in features that are best for their business.

Workforce commitment

Competent contact center managers know that their employees start delivering excellent customer experience. Empowering agents to manage a client's journey across channels and touchpoints improves engagement and job satisfaction. In addition, more artificial intelligence (AI) contact centers are expected to handle smaller, more routine tasks. This unburdens agents and frees them to provide more customer experiences.

Customer experiences personalized

It's essential to understand customers. From medical, financial, and beyond, customers want more personalized help. That means the agents need the correct information. This emphasis on data-driven service—having insight into customers when they want to provide their services will continue to grow in 2021.


Delivering better customer experiences means a fundamental understanding of what matters to customers. Therefore, companies need their best customer empathy agents. And this requires technology that provides context and insight into the customer journey. To offer this compassionate customer service, companies will seek innovative and mutual support technology partners.

Experience a service

To deliver exceptional customer experiences, companies manage their customer travel. Active data lets companies know and understand their customers. AI tools can create real-time insights to personalize interactions at the right time. And engagement tools allow companies to define and optimize client segments and treatment strategies.

Access Omnichannel

Omnichannel capabilities are more than technology. It's about leveraging that technology to drive better business outcomes for customers. In 2021, more companies will use AI-powered chatbots and digital assistants to transform the contact center and personalize the customer experience.