The call center industry continues to shake thanks to adversities in the economy, restrictions, working models, agents' habits, consumer’s behavior, and customer experience. Countless unknowns for SMBs in the US, UK, Canada, and other developed countries continue to push their managers to look for guidance.
Voiptime Cloud asks questions to SKWeston & Company, the Global BPO Consulting, and Professional services company located in Washington DC, US. Specifically, we interviewed Kevin Lasky and Steve Weston to find out the future of the contact center industry.
Call center trends in 2020-2021 have driven the growth of call center analytics, social media engagement, and the significance of artificial intelligence. Digital conversion and artificial intelligence (AI) have developed customer expectations. They have become more demanding in terms of quick responses.
When it comes to increasing customer satisfaction, customer service is the most promising place to start. But it doesn’t mean that customer service industry struggles less. Organizations providing customer service face challenges all the time.