2022 Global Contact Center Trends

4 Global Contact Center Trends of 2022?

By: Daniel Rio, VP, Contact Center Operations, Fortuna BMC?

Over the past two years, contact centers have pivoted to deal with a plethora of new issues. From the pandemic impacting staff, supply chain delays, and other economic factors, leaders have leaned on solutions to improve customer relationships that will continue to be impactful in 2022.?Here are four global contact center trends to look out for in 2022.

1. Conversion to the Cloud?

Many contact centers have converted from on-premises solutions to the cloud ahead of schedule due to an increase in agents working from home. Cloud-based solutions enable centers to scale quickly when needed. Vendors and providers are delivering more cloud offerings such as solutions with prebuilt integrations, à la carte choices of communication technology, and usage-based pricing rather than named licenses across the suite of solutions.?

?2. Upgrade with Artificial Intelligence?

Artificial Intelligence and agent supportive solutions add value to contact center solutions. Chatbots and conversational AI deliver more accurate automated responses. Some solutions guide agents with searches for question resolution in real-time during an interaction. Assisting an agent in real-time using voice analytics offers improved methods of de-escalating calls, understanding large scale issues, and enabling rapid resolution by the front line and businesses.?

3. Connect with Customers Across a Variety of Channels??

Connecting with customers on their channel of choice is gaining traction. Examples include sending an eSign SMS or email during a call and returning documents to the agent quickly, having a customer authenticate themselves using biometric voice validation, and the improvement of co-browsing technology at the mobile level for customers on the move.??

4. Engage Contact Center Staff with Interactive Training??

Contact Centers require engaged agents that are trained using new innovative ways such as learning on-demand and interactive learning systems instead of traditional lectures or virtual meeting rooms. As your business grows and demands for increased staff occur, you may find yourself needing help augmenting existing contact center operations. Fortuna BMC Contact Center Services assists in providing professional customer focused teams ensuring you meet your customer’s expectations.?

We continue to look for technology and agent supportive solutions to enable greater system harmony, easier knowledge access, and the ability to predict and understand our customers in this increasingly digital world.?