And in 2021, that means more customers will connect to services remotely. Self-assist tools have proven its efficiency in handling most preliminary concerns where live agent support is not compulsive. According to research, businesses that leveraged omnichannel engagement retained 89% of their customers while businesses stuck to traditional methods kept just 33% of their customers. (Not necessarily in that order). In 2020, more call centers will exploit high-end message filtering technology that will put a check on error messages without impacting the customer service experience or conversational flow. You have entered an incorrect email address! Upcoming Webinars. Clients who are reluctant to wait in the queue are showing an inclination towards AI-powered IVR systems that assigns the caller to concerned agents or departments on a case-by-case basis. Due to the COVID-19 crisis, the ROI issue is now front and center with CX leaders. 668 views. communication channels — including e-mail, Web chat and social media — businesses and government agencies need to explore ways to make it easy for customers to find answers and resolve problems. While on this topic, it’s worth debunking another predicted customer service trend of 2021: the resurgence of outsourced, offshore contact centres. The contact centre landscape is becoming increasingly more digital. Our compilation of 2020 call center trends includes the best strategy to aggressively corner the market for a lasting growth without draining your marketing spend. Our compilation of the important call center technology trends is a result of in-depth analysis of the market. According to research, businesses that leveraged omnichannel engagement retained 89% of their customers while businesses stuck to traditional methods kept just 33% of their customers. Contact centre managers have had to radically rethink their business models, continuity plans and infrastructure. But the demand for quality support has seen no such disruption. And, as new solutions and services pile onto the heap to cope with the remote work shift, contact centres end up with ever-more data siloes. Database Development & Management Services, Lead Generation for the Logistics and Transportation Industry, Lead Generation for the Travel and Hospitality Industry, Order Tracking and Status Enquiry Customer Support, inbound call center services and sub-services, customer support services and sub-services, virtual assistant services and sub-services, call center monitoring support services and sub-services, call center consulting services and sub-services, Enhance your Customer Experience with These Top 6 Digital Transformation Trends, Top 10 Ways in Which eCommerce Businesses Can Benefit from Chat Support, How Can AI Help You Improve Your Customer Support Experience, Top 15 Reasons to Leverage Live Video Chat for Your Business. 14 Ways To Provide A Great Customer Experience In Your Call Center. ^ 5 call center metrics for successful benchmarking ^ The Top 10 Most Important Call Centre Metrics ^ Customer Expectations Hit All-Time Highs ^ Customer Acquisition Vs.Retention Costs – Statistics And Trends ^ The State of Customer Service in 2019 ^ #WellActually, Americans Say Customer Service is … Are you leveraging the latest technology to streamline lead movement through prospecting funnel? Hand in hand with the rise of the remote worker is the next of the big customer service trends for 2021: the rise in remote support technology. With this service, you can get expert agents to carry the sales conversation with your customers on your behalf. Staying alert and looking for indicators to close sales in a short turnaround time can be an arduous challenge for your agents without a sound strategy. Analytics the driving force. In case you need some assistance with our Call Center Staffing and Cost Calculator, please refer to our. Ltd. © 2021 Flatworld Solutions Pvt. Flatworld Solutions offers a gamut of services for small, medium & large organizations. Before COVID-19, customer centricity was the hottest buzzword of the customer service industry. 1. Let’s understand what contact centre trends will be dominating the industry this year: 1) An Increase in Remote Working The events of 2020 have led to a rise in remote working setups. While we've seen the impending arrival of things like intelligent contact center tools and multichannel functionality for several years now, 2020 has been a significant catalyst for growth. It’s more feasible that third parties will come into play in a more subtle way, assisting by providing technology and equipment services to help get remote contact centre workers set up. The dangerous animals of product management (and how to tame them), Salesforce, Slack, Facebook, Kustomer – the big epiphany, Beyond Surveys: Finding the Right Balance Among Your Customer Feedback Sources. In fact, 89% of UK contact centre leaders say that the COVID-19 crisis has changed the industry forever. Expect to see an increased focus on evaluating, integrating, and optimising the tech stack for cohesion. In turn, this has readied customers for a contactless approach to service. (Smaller offices or even no office space means lower overheads, for instance.). CustomerThink’s research finds just 19% of CX initiatives can show tangible benefits. The trend is expected to be continued in the coming months. var t, js, fjs = d.getElementsByTagName(s)[0]; Are Phones No Longer Relevant for Call Centers? Managing a contact centre in 2020 has been a challenge. The rise of empowered agents is the final of the customer service trends we expect to see in 2021. According to 2017 statistics, the European call centre market generated $49 billion. Smart businesses of tomorrow are already building a user-friendly resource library that includes a virtual agent and now is your chance to do the same. Work from Home Is the New Normal and Has Transformed Sales Rep to 'Virtual Sellers', 5 Steps to Improve the Efficiency of Your Call Center Outsourcing Process, 6 Key Reasons for APAC Dominance in the Helpdesk Support Market, 6 Ways in Which Culture and Brand Affect Client Experience. Avail best-in-class services at affordable rates. Even with the rollout of coronavirus vaccines, the pandemic will still impact what’s safe in 2021. So, a necessary customer service trend in 2021 will be the push for an optimised tech stack. The three most important aspects of customer service are fast... 3. In 2020, self-assist tools will see a rise in its adoption because most companies believe it will free up their agents to focus on more resource-intensive tasks. The Top 5 Contact Centre Trends for 2021 Remote Working Will Force Contact Centres to Re-evaluate Security Measures Security has always been a concern for contact centre leaders. CustomerThink is the world's largest online community dedicated to customer-centric business strategy. Technology adoption and change in strategy will not only unburden your agents to focus on other challenges but also realigns your business to become more productive. 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