2019: What’s Next for Contact Centers?

Do a search online for 2019 contact center trends, and you’ll find a cornucopia of blogs and articles, each with its own list of fearless predictions for what next year will bring.

You could slog through all of them, or you can just keep reading – we’ve reviewed these articles and selected the four trends mentioned most often, that seem likely to be a part of your 2019 business discussions.

  1. More Analytics Adoption

It’s been a slow but steady path to acceptance for analytics software. But as more businesses realize that it brings in valuable data they’re not getting from other sources, it will certainly be adopted by more contact centers in 2019. There is also an interesting shift underway from using the data generated to assess the status quo, to predicting what customers are going to want in the future – and getting a head start on meeting those expectations.

  1. Omni-Channel

Most contact centers have embraced omni-channel by now, but having the different communication channels in place is just the beginning. It’s great that customers can switch from live-chat to email or social media to live chat, but now they expect this process to be handled without having to start over with their name, address, order number, etc. The whole point of omni-channel is to streamline these engagements. If each switch requires going back to square one, it is not having the desired effect.

  1. More Self-Service

Guess what – your customers may not want to talk to you. If you’ve given them other ways to ask questions, pay bills, order products etc., they will take care of business without bugging your agents. In fact, Gartner predicts that consumers will manage 85 percent of the relationship between themselves and a business without interacting with a single human by 2020.

  1. A Less Annoying IVR

Will callers ever embrace the IVR, or will most still roll their eyes as soon as that over-friendly recorded greeting plays? With the ascendance of speech recognition software and artificial intelligence, it’s possible that “please hold” messages can be elevated into a system that connects callers to the help they need more efficiently.