Customer interactions are no longer stand-alone activities, and customers are demanding a more comprehensive and consistent experience.
Businesses are getting deeper into predictive analytics, using artificial intelligence (AI) applications.
Artificial Intelligence Integrated Into Customer Interactions
The steady increase in remote call agents has made cloud communications a necessity for businesses who want to take advantage of seamless team.
Widespread Adoption of Cloud Communications
In Call Centers
Lower overhead, time zone flexibility, and flexible working hours have made remote contact center workers a stable trend.
Companies Offer Flexible Working Options To Attract And Retain Employees
Just as customer expectations have evolved since the pandemic, so have the expectations of the employees that make quality customer experience possible.
Improving Employee Engagement And
Empowerment To Increase Agent Retention
There’s a greater emphasis on self-service problem-solving information on business websites. Giving customers information quickly helps reduce call volumes and employee workloads.
Continued Focus On AI-Powered
Giving all employees access to a blended UC/CC solution SMB’s deliver better service to both internal and external customers, which makes for more loyal and engaged customers and employees.
SMB’s Leveraging All Employees To
A huge hot button in previous years, omnichannel communications has continued to separate proactive businesses from their more reactive counterparts.
Omnichannel Communications For All
Gone are the days of relying on supervisor skill and know-how to get the most out of a contact center agent.
Better Contact Center Analytics
The call center and customer experience landscape has seen many changes over the years as businesses work to meet the evolving needs of both customers and their employees. From cloud communications and virtual agents to more strategic thinking around analytics, more intentional social media conversations, and innovative ways to involve artificial intelligence, let's look at nine technology trends that are helping companies deliver the best quality customer experience.
See how far your business has come in building customer relationships that last — or which of these trends may need to be on this year’s to-do list.