Customer Service

5 Key Contact Centre Trends Impacting Customer Service for 2020

By 15 de enero de 2020marzo 25th, 2021No Comments

We explain in detail the trends that will impact customer service in 2020. We identify the main weaknesses that will affect the sector, but most importantly we show you specific solutions to solve these problems.

 

Click here to download the PDF

The world is becoming increasingly digital

Consumers generally prefer digital communications to talk to an agent by phone.
Only 12% of customers who want to contact a company chooses the call as their first option, 37% prefer email and 14% would visit a website first.

 

AI is becoming mainstream

94% of companies surveyed for the Contact Babel guide believe that AI will be important for their contact center.
16% of the Contact Babel report respondents say they are already using AI and 31% intend to implement it within 12 months. If you have not already done so, now is the time to plan your AI and understand how it will feel with your agents.

 

Metrics are evolving

As customer service has become more critical to the business, the way it is measured has evolved and matured. Instead of focusing on simple metrics such as call time, more and more companies in the industry are adopting measures such as CSAT and NPS.
37% of Contact Babel respondents chose CSAT/NPS as the most important metric they used.

 

Self-service is growing

Consumers have more and more questions and want quicker answers, especially to routine requests. Not surprisingly, 87% of companies now offer some form of self-service, 62% of which are web self-service and 46% of which have a dedicated account to which the customer must log in.

 

The rise of web chat

In a recent Digital CX study conducted by Enghouse, Eptica, we found that 44% of the brands evaluated claimed to offer it – yet only 26% had it operational when tested. If you are offering chat, you need to make sure you have the right resources to maximize your potential and avoid disappointing your customers.

 

If you want to know more about these trends, download the Whitepaper.