In customer service, the adage “the customer is always right” remains as true as ever. But here’s a twist — today’s customer, undoubtedly, would be much happier if they didn’t have reason to reach out to customer service in the first place.
2024 is almost here and many CX professionals are strategizing initiatives for the new year. Several months ago, we took a look at the trends we’ve seen in 2023 so far, but what industry trends will continue into 2024? In this blog post, we take a look at predictions in the CX field to give you an idea of what could be just around the corner for call centers.
An omnichannel approach to customer service is the gold standard, yet CX Today reports that only 31% of contact centers have fully adopted the omnichannel environment. Even with so much technological innovation in the past few years, CX Today also says that only 55% of contact centers work in multichannel environments. Multichannel customer service, as opposed to omnichannel means companies interact with customers across various channels, but conversation history is changed each time a switch is made.
Turnover and attrition. A problem that has plagued many in the customer service industry. A QATC (Quality Assurance & Training Connection) study benchmarks the average call center agent turnover rate ranges between 30%-45%. Many look at this KPI as top metric in calculating a call center’s success. The high agent turnover leads to reduced customer satisfaction rates, lower first-call resolution rates, and many other issues. Read more in our latest blog post.
As call center professionals, we understand the importance of providing an exceptional customer experience. We are tasked with not only ensuring that our customers are satisfied with the products and services they receive but also that their interactions with our team members provide a positive impression about our organization as a whole.
A few months ago, we wrote a blog predicting technology trends in call centers for 2023. As we move into the year’s second half, we’re revisiting those predictions and analyzing the trends we’ve seen in call centers so far. With technology changing so much in the past year, it’s important to stay current on the latest trends and how they impact the contact center industry.