How can companies transform their contact centres to thrive in this era of instability? This report explains 5 key contact centre trends impacting customer service and outlines how technology can help drive success.
Every industry currently faces uncertainty, disruption, and change. Consumers worry about geopolitical volatility, soaring prices, and potentially losing their jobs, all impacting their behaviour and the experience they want from companies.
No wonder that 90% of customer service leaders surveyed by HubSpot say consumers have higher expectations than ever before – a figure that is likely to rise if the economy tips into recession. For contact centres, still getting to grips with a post-pandemic world, dealing with all of this turmoil may feel like yet another challenge to face.
Still, they have to – fail to deliver on customer expectations and they’ll vote with their wallets.
Not only are expectations higher but, in many cases, they are also fundamentally different to a few years ago. Consumers want a faster, more comprehensive service, across a widening range of channels, but often their values and behaviours have changed too.
They are digital-first and looking for brands that share their sense of purpose. And, they’ll judge service performance against top customer experience leaders, whatever sector the organisation is in.
1. Consumers want to be treated with true empathy
Recent research found that increasing agent empathy has almost double the impact on customer satisfaction than reducing waiting times. This guide offers tips on how to help your agents deliver consistent, empathetic customer service.
2. Knowledge is central to customer service success
Most companies need to handle more interactions, more quickly and across more channels than ever before. Accordingly, these require better easy access to up to date information to meet expectations. This guide looks at how technology can help manage and deliver knowledge through self-service for agents and customers.
3. Organisations have to do more with less
Higher costs and lower revenues mean even tighter budgets and lower costs. This guide looks at how smart solutions can help reduce costs and improve efficiency without impacting service.
4. The rise of the conscious consumer
Ethical and environmental concerns have become important factors when making buying decisions. So, how can you demonstrate that you are committed to becoming more sustainable?
5. Companies must focus on employee experience
Fail to engage and support your people, and they won’t deliver the service experience that customers expect. How can you increase engagement and improve the employee experience? This guide offers technology, skills, processes, and culture tips to creating a supportive working environment.