10 New Contact Center Trends & Predictions for 2022 Contact Centers have been operational for decades since the 1960’s when the Birmingham Mail started the first one. Trends have emerged with a promise to transform the sector. Many contact centers are making the transition to digital transformation, which will change how they provide service. AI-powered chatbots will assist the customer in completing the task at hand without much effort. Prior to the arrival of covid-19, consumers anticipated a response within 5 minutes in 75% of situations. But today, responses are immediate, thanks to the chatbots, and therefore customer experience has improved both online and offline.
1. Customer support, sales, and marketing teams working as one unit In most contact centers, customer service, sales, and marketing have different roles and teams. Due to digitalization, and to achieve better service in customer care, contact centers are merging these three different teams into one.
2. Communication through multiple channels A recent study from businesswire shows that omnichannel is linked back to increased customer expectations, with 90% of the customers expecting consistent interactions across all platforms. Due to the innovation of omnichannel, the agents will be able to keep up with the latest technology and trends in order to provide the best customer service possible. 3. Embracing transformation for the digital age