Billy Marino

Head of Content Marketing @ Spiral


Do You Know About These 7 Contact Center Trends in 2024?

Today, our customers expect the best. 

Meeting those sky-high expectations and providing unmatched experiences is no longer a nice-to-have — it's a must! 

Contact centers are undergoing significant transformations in response to evolving customer preferences and technological advancements.

In this rapidly changing landscape, companies that adapt to these trends will create experiences that resonate with customers and secure their position as leaders in their industry.

Our team at Spiral created a list of how customer support is changing in the coming year. 

Here are our top seven transformative trends redesigning the contact center world in 2024 and beyond.

Let's dive in!

Trend #1: Providing Omnichannel Support

Did you know that over 30% of customers get frustrated enough to abandon a call when they have to repeatedly explain their issues to different representatives? 

We've all been there – it's a real headache.

Well, here's the game-changer: Omnichannel support.

Imagine a customer begins a support conversation via live chat and, with urgency, later switches to a phone call. 

By offering seamless omnichannel support, your contact center agents can seamlessly pick up where the conversation left off, no matter the channel.

This will not only delight your customers but also give you valuable insights into their behavior.

Embracing omnichannel support in your contact center is non-negotiable in 2024. 

It will continue playing a big role in gaining your customers' loyalty, driving operational growth, and delivering consistent support at every touchpoint.

Trend #2: Having an Artificial Intelligence and Machine Learning Strategy

2023 marked a turning point for contact centers, with the greater adoption of AI (Artificial Intelligence) and ML (Machine Learning) poised to revolutionize operations.

These advanced technologies bring many benefits, from efficiently handling customer inquiries to optimizing internal processes.

Future-looking companies are embarking on the AI and ML journey by pinpointing areas where these technologies can wield the most significant impact within their contact center. 

This might include automating responses to routine customer questions, automatically routing inquiries to the most suitable agents, or even predicting customer issues based on historical data.

As we all navigate this transformative technology, the contact centers that embrace and harness the full potential of AI will undoubtedly set the standard for what it means to provide exceptional customer service.

Trend #3: Remote Contact Centers

The contact center industry is undergoing a major transformation driven by the increasing digitization of how we work. 

Remote contact centers are at the forefront of this change, set to reshape how customer assistance is delivered in 2024.

Remote contact centers offer several exciting advantages:

  • Global Talent Pool: Geography is no longer a limitation, enabling businesses to tap into a vast pool of skilled agents worldwide.
  • Greater Freedom: Remote work appeals to the modern workforce, providing flexibility and better work-life balance.
  • Increased Productivity: Remote agents often experience fewer distractions and a more comfortable work environment, translating to improved productivity and time savings due to shorter commutes.
  • Cost Savings: Operating physical contact center locations becomes more cost-effective as organizations save on office space, utilities, and equipment.

Remote contact centers are ushering in a new era marked by flexibility, efficiency, and customer-centricity as distributed employment becomes the norm.

Trend #4: Automation at First Contact

Imagine you pick up your phone to call a customer service center to inquire about the status of your recent order. 

You're eager to know when it will arrive and hope to get a quick answer.

Now, as soon as your call connects, you're greeted by a chatbot ready to assist you. 

If your order has already been shipped, the chatbot seamlessly provides the tracking number, allowing you to monitor its journey to your doorstep. 

It even offers you a direct link to the tracking page, ensuring you have all the information you need at your fingertips.

But let's say your order is still in the processing stage. 

In this case, the chatbot doesn't leave you hanging. Instead, it kindly informs you of the estimated delivery date, setting your expectations and reducing uncertainty.

The chatbot can also quickly recognize inquiries that require a human touch. 

Without any frustration or delays, it smoothly transfers your call to a live agent who is well-equipped to handle your specific needs. 

From a business perspective, automation reduces costs associated with customer support. 

It's a powerful tool that's reshaping how we interact with customer support, making it quicker, more efficient, and more customer-centric than ever before.

Trend #5: Mobile-First Solutions for Resolution

In 2023, over 55% of web traffic came from mobile devices. This trend will accelerate in 2024. 

One practical strategy is the development of mobile apps designed for customer support. 

These apps can: 

  • facilitate direct chat with live agents
  • provide a detailed self-help knowledge base
  • enable easy ticket submissions with real-time notifications
  • ensure a seamless user experience across various screen sizes

A mobile-first solution to resolution creates a frictionless experience for customers. 

All they have to do is open their phone, view a notification that says "problem solved," and they can continue going about their day with delight.

Trend #6: Connected Devices for Proactive Service

We're in the early innings of Connected Everything. 

The Internet of Things (IoT) is connecting more devices than ever before, and today, businesses are tapping into that data goldmine.

As connected devices become ubiquitous, contact centers can proactively address customer issues by leveraging data. 

Companies can leverage data:

  • by capitalizing on real-time monitoring and diagnostics.
  • by predicting maintenance and support.
  • by accessing device information for issue resolution efficiency.
  • by uncovering root causes of common problems to improve device
  • by preventing outages and disruptions.

Connected devices offer a wealth of data that contact centers can employ to provide proactive and efficient customer support, ultimately enhancing the customer experience and driving business success.

Trend #7: Self-Service Support

More and more customers are becoming do-it-yourself enthusiasts.

To cater to this evolving customer behavior, contact centers must be at the forefront of offering self-service options that truly empower individuals. 

This includes building and maintaining comprehensive knowledge bases replete with high-quality content that addresses common customer issues. 

FAQs serve as handy repositories of quick solutions to frequently encountered issues, while chatbots stand ready to provide immediate assistance, 24/7.

The journey towards excellence in self-service is an ongoing one. 

By staying committed to enhancing the self-service experience, companies will meet and exceed customer expectations while reducing the strain on their contact center resources.

The Future of Customer Support 

Today, contact centers and support organizations collect mind-boggling amounts of customer feedback & support data every hour. 

When you're ready to transform that data into actionable solutions, we encourage you to learn more about Spiral's AI issue detection system

Contact us today!

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