Dive Into 2021 with an Eye on the Future of the Contact Centre Industry

May 1, 2021, 19:36 PM by Colleen Sheley
Blog Image: Remote Agent

Future of the Contact Centre Industry 

For enterprise organisations across the globe, forced digital transformation has accelerated at an unprecedented rate — and if you’ve been paying attention — the contact centre industry embraced this shift. Markets have responded to global market instability, and there is continued optimism as recovery continues. Because the onset and consequences of the global pandemic were felt instantaneously, many companies were caught off guard. But it has become increasingly evident that change and evolution was exactly the thing that our industry needed. Now is the time for organisations to revamp their vision for the future of the industry. Here’s some trends we are tracking into the new normal and beyond: 

Work From Home Works… Sometimes 

Now that a framework and baseline of hybrid work has been established, it’s highly unlikely that any of us will see a return to the contact centre of the past. As security becomes more defined, administration tools and emerging video platform integrations will allow for more flexible and efficient hiring, monitoring and training. Contact centre executives and thought leaders must rise to the challenge by rethinking and reimagining the future and not fall victim to the way it’s always been. This will mean many things, starting with a retraining and revamping of human resource teams and policies. Remote and hybrid call centre flexibility gives brands the ability to serve more customers, so investing in customised infrastructure and technology to make remote work even more seamless will benefit the customer, the agent, the administration, and the organisation. 

Increased Reliance on the Digital Experience 

Omnichannel communication strategy is designed in order to standardise service and enables customers to navigate between touchpoints easily. Digital communication channels for customer service and assistance remain a non-invasive way to ensure customers can stay connected to their accounts and maintain control at their convenience. This easy and convenient method of communication will continue to pay dividends for the contact centre. An evolving and fluid digital strategy looks to improve omnichannel capabilities and personalisation, integrate CRM data and systems, continue to develop ever-evolving self-serve capabilities, to future proof communications technology and platforms, and create a cohesive outbound and inbound customer experience. 

Front Line Specialists Define CX 

The future of customer service and experience is highly specific and personal. What is not done digitally will require agents to be highly specialised and extremely agile. An empowered agent is the missing link to exceptional, reproducible, and consistent CX. Fortunately, this comes at a time where workforce optimisation tools have matured to a level where, if surrounded with the right processes, are driving significant results to increase productivity, speed, flexibility and secure access anywhere to support your work-form-anywhere workforce. 

Dynamic Contact Rules & Regulations 

The level of oversight and regulatory provisions has exponentially increased over the last several years. With expanded touchpoints and digital communications, we must expect this trend will continue. Dialler managers have to navigate the ever-changing government restrictions on contacts, including rules requiring consent, improving right party contacts while adhering to regulations to avoid regulatory missteps that can result in costly fines while improving outbound operations.  We believe the leaders in this space will double down on capabilities like proactive outreach and digital self-service to meet customer demands while keeping in compliance. 

If you’d like to talk about how these trends may impact your call centre, let’s chat!