2020 Contact Center TrendsCustomer service as we know it is evolving every day, thanks to the ever-increasing customer expectations and technological advancement. As a result, contact center trends and activities have changed in the past few years. Today, businesses are standing in a position where call center technologies, teams, practices, and operations are becoming more necessary for business success than ever.

Businesses must have a robust call center partner who can act as a support system to succeed and keep their customers satisfied and loyal. If you are looking for a contact center for outsourcing your contact center services, you should be well aware of the contact center trends for 2020.

Customer Engagement Through Social Channels

Social media can be your number one tool to penetrate the target market by engaging your customers on social media. By creating your page on various social media sites like Facebook, Twitter, and LinkedIn. Consistently updating your pages and educating your customers about your services/products, you can take the brand exposure to the next level. All you need is a good strategy and a reliable call center partner.

In 2020, you will see that even social media-shy companies adopt this call center trend and start actively engaging with their customers on various social channels.

Multichannel Is The Basic Requirement

Multichannel contact center is the norm nowadays. It is no longer a good-to-have feature. Customers today want to communicate with a brand via their preferred channels. Therefore, you need to team up with a call center partner that can offer you multichannel support.

Without a multichannel call center to support your customer service department, you will stay behind in communication, and your customers will switch their brand and go to a competitor that can meet their expectations better and drive better customer experience.

Text Is The Cool New Customer Service Tool

Multichannel support is no longer confined to calls and emails. Thanks to modern technology, a well-equipped customer service call center support a multitude of communication channels, including – voice, email, text, IVR, social media, and much more. Amidst these communication channels, SMS, or text has emerged as a great new tool for customer service. It’s short, simple, and efficient.

Analytics Becomes The Driving Force

Businesses today need to analyze their operations to ensure sustenance and growth. You need to make informed decisions to ensure business success, and to make informed decisions; you need to have a complete understanding of your customers, your operations, and your issues.

With a great CRM, and other call center analytics tool, you can have many options to expand your business. You can even substantiate the changes to your executives and stakeholders with reliable data.

In 2020, we are going to see increased usage of analytics in all customer support activities. It will allow you to get the best of your customer support team, both inhouse and outsourced. The tools will also help you resolve customer queries and issues in the very first call.

Artificial Intelligence (AI) Is Here To Stay

Artificial intelligence is here to stay. Although this trend still needs much improvement and wide adoption, some of the biggest brands in every industry has already adopted this trend and looks like 2020 is going to be a good year for AI in the call center scenario.

However, the rise of AI does not mean the end of human agents. As of now, AI can only take care of standard queries and assist human agents in delivering faster and better resolutions to the customers. Therefore, while looking for a call center partner, it is always better to look for a call center willing to make the technical changes for AI adoption.

Digital Transformation

Customer experience has become an essential differentiator in the competitive market. To keep your customers satisfied, you need to deliver a consistent and comprehensive experience through the call center. With a robust digital transformation strategy, it is possible to provide a complete customer experience at multiple touchpoints throughout a customer’s journey. Thanks to technologies like IoT and unified communication tools, we already see steady growth in this area.

IVR Isn’t Going Anywhere

IVR technology is among the earliest automation trends, and to date, it is going strong. Thanks to artificial intelligence (AI), IVR technology has got a boost. These advanced IVR systems can play a more significant role in a modern call center.

The advanced IVR can help call centers to align the right customer with the right agent ensuring a quicker solution to the problems, improved customer satisfaction, and much more. In 2020, we will see more companies adopting this new IVR trend.

Strong Customer Satisfaction Measurement

Many forward-thinking businesses today understand the importance of customer satisfaction and, therefore, want to put mechanisms in place to collect as well as analyze customer satisfaction levels.

The primary data for this analysis is collected from the customers at the touchpoints or through customer satisfaction surveys.

This trend is still in its juvenile stage. However, you can adopt this trend to quickly understand what your customers are thinking about your product or service and make informed decisions.

These are the call center trends for 2020. If you are looking for a call center partner who can support you in your future expansion plans or deliver excellence in terms of customer experience, you need to find a call center vendor that can offer high-quality multichannel support and has the scope for adopting the new technologies.

At Ameridial, we support multiple communication channels, including call, email, IVR, chat, text, and social media. We also have the technology in place to deliver your customers a seamless experience across all channels. We can also measure and analyze customer interactions across different touchpoints so that you can make informed and data-driven decisions that help your business succeed. To know more about our service offerings, contact us today!