Five Trends Set to Transform the Contact Center

The pandemic has pushed contact centers to tackle agent at-home issues, and most organizations have seen a significant increase in call volumes because of closed retail and branch locations.

FREMONT, CA: The contact center is set to see some significant near-term changes as the industry expands and experiences a steady innovation rate thanks to cloud economics. The move from product to service is creating new opportunities to enhance and provide customer engagement.

Providers are rushing to offer transformative changes to the current and expanding market along with reduced obstacles to innovation, which is pushing for innovation and disruption in the contact center.

Here are three trends set to transform the contact center:

Self-Service Bots

Bots can be used for self-service use cases that remove the need to interact with a human agent. Although they are good at reducing costs, they are not as good at customer satisfaction because the bot technology remains limited.

The new opportunity brought by bots can allow new types of interactions such as enhancing online web and mobile applications in specific situations and enable self-service.

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Expanded Services

Cloud-delivered providers are motivated to encourage adoption and retention compared to premises-based vendors. CCaaS providers are moving into adjacent services like scheduling and real-time analytics, allowing contact center support staff to concentrate more on operations and results rather than design and support.

Agents-at-Home

The contact center has begun digitally transforming and does not have to depend on space or location. Agents-at-home is more ideal as agent and management tools work remotely, and the customers they engage with are dispersed.

The pandemic has pushed contact centers to tackle agent-at-home issues, and most organizations have seen a significant increase in call volumes because of closed retail and branch locations.