I met up with Justin Robbins at the opening Demo Hall Bash at the CCDemo in Las Vegas to find out about the top trends in contact centers today.
“What are the top 3 trends in contact center today?” Click to Tweet
While there are several topics that are on the agenda for the event like Workforce Management, Metrics, Voice of the Customer, and Management – I asked Justin to share with me what he is experiencing as the top three trends.
The top three were Artificial Intelligence and bots, data security, and employee engagement.
Artificial Intelligence (AI) and bots
AI and bot interest is growing rapidly as we are moving out of the early adopter stage. Many organizations are asking a lot of questions about what they can expect, where to begin, and what the different generations of chatbot technologies are.
Going forward, we will be seeing more use cases about how AI is making the contact center agent a more valued organizational asset.
“AI is making the contact center agent a more valued organizational asset.” Click to Tweet
It’s also important to make sure your contact center is not a massive fraud risk. This needs to be part of your overall data integrity strategy. Doing so is paramount in building and maintaining trust with your customers.
You’re frontline is the first in line to often learn when a data breach occurs. Is your frontline equipped to handle the situation?
Are your employee’s part of something bigger than themselves? Do they feel like their part of something beyond the company operations?
People need a sense of purpose and an understanding and importance of their role.
Leadership in and outside of the contact center has an important responsibility to communicate the higher-level existence of the organization and the value of the frontline.
Employee satisfaction will not deliver a better customer experience. Your goal is to engage employees so they engage customers.
“Employee satisfaction will not deliver a better customer experience.” Click to Tweet
Acceleration of Change
Justin mentioned he created a timeline that plotted the pace of change in the industry. And the future is coming faster each day.
It is a great time to be in the business. But only if you are keep up with the pace of change. Falling behind means you’re likely to be left behind.
The contact center leader of today has to be more business savvy, people savvy, and tech savvy than ever before.
How are you keeping pace?
Watch and learn about more contact center solutions now.
Join me on the Fast Leader Show Podcast
Listen to the Fast Leader Show now. It’s an energizing docuedutainment (don’t look it up I made it up) podcast released each Wednesday and hosted by Jim Rembach. Each week, Jim introduces you to real folks (from the call center industry and beyond) with real stories of how they were able to get over the hump and lead themselves or others better…faster. You’ll learn how to become a better leader (faster) through their stories by improving your employee and customer engagement through the power of improving your emotional intelligence. Get more human-centric and move onward and upward…faster.
Jim Rembach is the Editor in Chief of the Customer Service Weekly and it’s Podcast host. He is President of CX Global Media and the creator of the Call Center Coach Virtual Leaders Academy. As the host of the Fast Leader Show Podcast, he has interviewed hundreds of experts, authors, academics, researchers, and practitioners on various angles, viewpoints, and perspectives for improving the customer experience. He has held positions in retail operations, contact centers, customer support, customer success, sales, and measured the customer experience. He is a certified Emotional Intelligence practitioner, Employee Retention Specialist, and recipient of numerous industry awards.