Self-service IVR was a popular choice, with 40% of organizations increasing its use on the heels of COVID. Self-service also became a godsend for organizations whose lack of manpower during the pandemic relied on the technology’s call deflection to manage the daily workload. 86% of customers have come to expect a personalized and relevant experience, with conversations with agents moving seamlessly between channels. Customers want to help themselves through mobile, web, phone, text messages, and more. Today’s on-demand generation will not be kept waiting. It’s no surprise then that remote assistance has hit a peak in 2021, driven mainly by customers’ rising expectations for self-service, the growing complexity of cases, and the emergence of new call center automation tool such as: According to a 2020 report by the World Economic Forum, 84% percent of employers planned to digitize their processes, with the aim of transitioning 44% of their employees to work remotely. For years, organizations have attempted to resolve more of their customer’s issues remotely to boost overall effectiveness. Helping customers from afar is nothing new. The contact center of the future will likely largely be staffed by remote workers.
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ensure business continuity if another crisis occurs.expand hours of operation thanks to the follow-the-sun approach, and.It offers employees the flexibility that has served to do the following: According to research, remote workers are an average of 35-40% more productive than their office counterparts. The distributed workforce is not just a crisis response the pandemic proved to many leaders that employees don’t need to be physically onsite to be productive. In 2021, remote working has become a standard in customer service and will remain a mainstay in the future of the call center industry. The Distributed WorkforceĪfter scrambling to set up remote working environments at the start of the pandemic, enterprises have largely recognized its advantages and adopted the WFH or hybrid model. Let’s look at some of the trends that are expected to drive this year’s priorities. These technologies are paving the way for new possibilities for the future of call centers. Many of these trends are fueled by advances such as:
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Going into 2022, we’ve got our eye on seven trends that are expected to help call centers deliver service excellence while still keeping a close eye on their bottom line to ensure business continuity in an unstable economic environment. The Future of Technology in Contact Centers