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 in the latest contact center software, 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. Earlier the tasks would be divided between call inbound call center, call center software and contact center software. 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 Business wire 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. The subsuming of inbound call center software with omnichannel, capable of tracking multiple channels for sales, is also seen nowadays.

3. Embracing transformation for the digital age

Call centers are now expected to offer a wide range of services to their clients like customer support, live chat, and other services that can be performed through digital means. Due to this, there will be an increase in demand for contact center services. Some call center software makers are also incorporating advanced tools to keep up with today’s needs.

4. Cloud-based communication will gain higher momentum

Cloud based communication is swiftly proving to be the future of communications, and it’s time to start embracing it now as it provides a flexible, cost-effective, and efficient way of communicating without the hassle of installing, maintaining, and upgrading software.

5. Web chat will grow in popularity

With the increasing demand in customer service, web chat is growing in popularity as it provides a quicker response than a phone call or an email. Customers can get answers to their questions quicker and easier.

6. Demand for voice biometrics

As vocal biometrics technology advances, collecting your customer's unique 'voiceprints' will be easier, and this, in turn, will also help fortify security. The voiceprint will be specifically coded to link the respective customers.

7. Increase in remote work

The pandemic has proven that work can also be accomplished efficiently through communication channels. As a result, it is expected that having all of your agents in one region will no longer be essential. This will aid in cost reductions and the growth of virtual contact centers.

8. Social Networking

Social networking has evolved from being just a way to communicate with friends and family to being the most powerful marketing tool for companies to promote their products or services.

The use of social networking in contact centers will make it easier for the companies to get feedback from their customers about the service they are providing. This feedback can be used to change a company's policies, services, or even prices. It will also help the company know what kind of marketing campaigns are working and what kind are not working so they can adjust accordingly.

9. CX self-service expansion

AI-based self-service, typically offers a more personalized interaction with customers, resulting in improved CRM (customer relationship management) data. With AI-based self-service, agents can focus on high-priority tasks such as complex account inquiries while these lower priority tasks are offloaded to the virtual assistant.

10. Implementation of artificial intelligence.

With the help of AI, companies are now able to understand the type of customer interactions that they have each day and develop appropriate responses based on what they learn.

One of the main applications for AI in contact centers is for chatbots. Chatbots are used by companies to simplify customer service interactions by giving customers an option to access services when they need it most - when they are on the go.

About HoduSoft

HoduSoft is well-known for being cost-effective and the best VoIP software provider that in turn make your business successful. With a dedicated approach towards developing world-class products, HoduSoft has emerged as a leading business VoIP software provider. With a wide array of products, HoduSoft also ensures best returns on technological investments. Having a decade long experience in the VoIP industry, founders of HoduSoft have decided to come up with various innovative products for communication.

To know more visit https://hodusoft.com/

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