The past standard of all-day classroom-based training is no longer feasible for many call center organizations. But agent experience must be considered as well. Getting contact center agent training right is critical to ensuring your customers have the best experience possible. With 58.4% of the world’s population using social networks, this number is expected to further increase in the not-so-distant future. Studies have shown that 63% of customers expect businesses to offer support via social media. But 2022 will find more companies using the popular platforms to field incoming customer support inquiries as consumers now view social media platforms as viable channels of customer service.
Today, social media has become a valuable business tool, allowing companies to reach the masses. Providing agents with refresher courses on contact center compliance and security can better prepare them to secure their networks and avoid any breaches. There is a significant need for this as Microsoft estimates that only 11% of enterprise cloud users have implemented MFA. The upcoming year will find more and more companies implementing advanced cyber technologies and updating their access policies, such as instituting VPN multi-factor authentication or even video monitoring for remote employees. With more WFH agents, carefully and clearly defined security processes are a trend that will impact the call center industry. It offers employees the flexibility that has served to reduce turnover, expands hours of operation thanks to the follow-the-sun approach, and ensures business continuity if another crisis occurs. According to research, remote workers are an average of 35-40% more productive than their office counterparts. The distributed workforce is not just a crisis response the pandemic proved to many leaders that employees don’t need to be physically onsite to be productive.
In 2022, remote working is a standard in customer service and a trend that has already had a significant impact on the call center industry. Let’s look at some of the trends that are expected to impact the call center industry: Global Ways of Working Trends Virtual Contact CentersĪfter scrambling to set up remote working environments at the start of the pandemic, enterprises have largely recognized its advantages and adopted the WFH or virtual contact center model. Going into 2022, we’ve got our eye on several trends that are expected to help call centers deliver service excellence while still ensuring business continuity in an unstable economy. Most Impactful Trends in The Call Center Industry 2022 Going forward, there are many economic, technological, social, and global ways of working trends that will further impact the call center industry. In the last few years, the call center industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digitalization, and the continuously rising bar for positive customer service experiences.
Most Impactful Trends in The Call Center Industry 2022.
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