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3 tips for contact centres in 2024

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It’s no secret that customers want to use their preferred platforms when communicating with customer service professionals, as well as being given a personalised experience when doing so. This is why contact centres are massively important from a strategic perspective, and particularly, contact centres that operate efficiently.

With this in mind, Rob Mead, Head of Strategic Marketing at Gnatta, is sharing three tips for contact centres in 2024…

  1. Lean into the shift towards greater flexibility 

Like most other industries, customer service can benefit from providing staff with flexibility. But while some businesses might still be reluctant to introduce a flexible working style into their contact centres, there are ways to create a mutually beneficial way of working that offers the work-life balance that employees are looking for while maintaining effective operations. In 2024, contact centre managers should begin to take advantage of technology that supports flexible working. From self-service shift changing to WFM software offering valuable insights on productivity, using these tools and technologies can help you keep employee satisfaction high without compromising on customer service.

2. Embrace generative AI

Artificial intelligence is growing and learning at a rapid pace, meaning it can bring more predictive and personalised customer service. Embracing this technology now will help contact centres learn alongside it and gain a better understanding of how it works. The more that contact centres work with generative AI, the more intelligence it can bring to your style of customer support. While we don’t see it replacing physical agents, it’s difficult not to see the major benefits it can have on efficiency and productivity.

3. Replace ticket-based systems with interaction-based customer service

The inefficiency and lack of personalisation that come with ticketed customer support become more apparent as more and more contact centres switch to an interaction-based model. We recommend switching to interaction-based customer service because this allows agents to pull up customer information and past exchanges quickly and easily, making support much more efficient overall.

Photo by BoliviaInteligente on Unsplash

2024 Contact Centre Predictions: The intersection of brand, CX, and AI?

 960 640 Stuart O'Brien
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As 2023 came to a close, a survey by Which? found that on average 20% of customers were unhappy with their most recent customer service interaction. Many leading consumer brands were found to be falling behind on basic service KPIs, with almost a quarter unhappy with how long it took to speak to someone who could help (23%) and how long it took to get an answer to their query (22%).

CX tech provider Avaya says the focus for 2024 will be on the impact contact centres have on CX and brand image – with AI innovation redefining CX and brand alignment. Here are their three trends to watch out for:

1.       AI to Enable the Experience Economy – Alan Masarek, CEO, Avaya
“With companies firmly in the ‘Experience Economy,’ where goods and services have been commoditised, and the customer experiences companies create will matter most, the focus in 2024 will be on innovating the customer experience to drive differentiation and growth. Brands are increasingly recognising that their contact centres are at the ‘tip of the spear’ for driving differentiating experiences for their customers, and AI-powered innovations will be front and centre to supercharge CX solutions.

If 2023 was about the ‘potential of AI,’ the dynamic will shift in 2024 to demonstrating how AI investments must translate directly and tangibly to driving tangible business value by contributing to top and bottom-line improvements and competitive advantage. And, because CEOs and Boards of Directors are increasingly focused on managing risk, privacy, security, and business ethics concerns associated with AI technology, 2024 will increasingly be a year where these issues come to the forefront.”

2.       CMO to Have an Increased Role in CX – Josh Mueller, CMO, Avaya
“In 2024, businesses will see the role of the CMO become more heavily entwined in the efforts to build stronger customer experience and interactions. In the contact centre, specifically, expect to see CMOs closer to the content delivered in the contact centre through campaign messaging, contact centre agent training, or hands-on roles in applying AI to call routing. In the coming year, CMOs will play an increasingly crucial role in the experiential side of customer interactions.”

3.       AI in the Contact Center – Omar Javaid, CPO, Avaya
“Over the next year, there will be two areas of focus for AI-powered innovation in the contact centre. The first will be using AI to delegate menial tasks away from contact centre agents, boosting overall productivity while allowing agents to focus on creating higher-quality customer experiences and driving greater agent job satisfaction and retention. The second will be on how AI and/or ML investments can help customers navigate to their desired resolution much quicker than any previous solutions have allowed, driving customer engagement, satisfaction, and, potentially, share of wallet revenue gains.”

Photo by BoliviaInteligente on Unsplash

eBOOK: Social Media Trends 2021 Global Report

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2020 has been dominated by COVID-19, forcing many brands to change the way they communicate with their customers. Social media has provided opportunities to connect with audiences in a new way, reshaping the relationship between brands and consumers. This is likely to continue in 2021 and beyond.

This free report from Talkwalker delves into the social media trends that are predicted to dominate 2021, helping you to build a robust social media strategy for the year ahead.

Download the e-book to:

  • Discover the top 10 social media trends in 2021
  • Get expert opinions on how these trends will develop over the next 12 months
  • See examples of the trends in action
  • Learn how to increase engagement with your audience
  • Get tips on how to drive your social strategy forward in 2021

To download the e-book for free, click here.