Conclusion

While the voice channel will remain in high demand, it can no longer be the only channel offered. Customers now expect digital channels, 24×7 service, and personalization. Plus, they will be more accepting of automated self-service and automated chatbot services. To keep pace with the shifts in consumer behavior since the start of the COVID-19 pandemic, enterprises must evolve with customer expectations and give employees the software and hardware tools to do so.

Additionally, contact center leaders must continue to improve operating efficiencies by maintaining a strong focus on handle time. This means agent productivity and includes all customer engagements with live and automated customer support. Taking this broader view of customer engagements enables leaders to leverage cloud contact center deployments, omnichannel strategies, automated self-service, and investments in artificial intelligence to address today’s top business concerns.

The centers that most effectively manage handle times to improve operating efficiencies and enhance customer experiences will realize a distinct competitive advantage.