As 2024 unveils, businesses worldwide are gearing up to manage the changes and challenges. Understanding current trends and evolving ones is at the top of the list for businesses. The call center industry moves fast. The changes in industries and technologies can significantly impact call or contact center services. Top BPM solutions providers or companies are keeping an eye on these advancements. Here are some popular technological trends in call or call centers that are dominating now and will tend to stay strong in 2024.

Trend 1: Offering Omnichannel Support

Did you know that having to explain their problems to multiple personnel repeatedly drives over thirty percent of customers to hang up the phone? 

Everyone has experienced it; it truly is a headache.

Now for the game-changing part: Omnichannel assistance.

Consider a scenario where a consumer starts a live chat support session and then, in a moment of need, decides to telephone instead. Your contact center operators may effortlessly continue the discussion on any channel by providing seamless omnichannel assistance. In addition to making your consumers happy, this will provide you with insightful information about their behavior.

In 2024, adopting omnichannel assistance in your contact center is a must, and the top BPM solutions providers offering outsourcing services are increasingly adopting multichannel technologies and trained workforces. Also, it will remain crucial to retaining customers, fostering business expansion, and providing reliable assistance at all points of contact.

Trend #2: Developing a Strategy for Machine Learning and Artificial Intelligence

Contact centers saw a sea change in 2023 due to the growing use of AI (Artificial Intelligence) and ML (Machine Learning), which can potentially transform business processes completely. These cutting-edge technologies have several advantages, from streamlining internal procedures to effectively responding to consumer queries.

Forward-thinking businesses are starting their AI and ML journey by identifying contact center areas where these technologies may have the biggest effect. It might involve automatically assigning regular customer inquiries to the most qualified agents, automating replies to common customer concerns, or even using previous data to forecast customer difficulties. Top BPM solutions providers in the US and worldwide are increasingly adopting AI-powred systems to boost their X services.

The contact centers that embrace and fully utilize AI will surely set the bar for what it means to deliver excellent customer service as we all navigate this game-changing technology.

Trend #3: Remote Contact Centers

The rising digitalization of labor is causing a significant transition in the contact center business. In 2024, remote contact centers will be at the front of this transformation, completely redefining how customer support is provided.

Using remote contact centers with a top BPM solutions provider has several fascinating benefits.

Global Talent Pool: Companies may now access a large pool of highly qualified agents anywhere globally, as geography is no longer a barrier.

Greater Freedom: The modern worker finds remote work appealing because it offers flexibility and a better work-life balance.

Enhanced Productivity: Since they don’t have to go as far, remote agents may work in a more comfortable and distraction-free setting, which increases output and saves time.

Cost Savings: As businesses cut back on office space, utilities, and equipment, operating physical contact center sites becomes more economical.

With distributed employment becoming the norm, remote contact centers are ushering in a new age characterized by efficiency, flexibility, and customer-centricity.

Trend #4: Initial Contact Automation

Contact automation in call or contact center services is already here, and top BPM solutions providers are increasingly implementing contact center automation. Let’s start by saying you decided to call a customer support number to determine how your most recent order is progressing. 

You’re hoping for a prompt response and are curious about when it will arrive.

• Now, a chatbot ready to help you greets you when your call connects. 
• The chatbot will automatically send you the tracking number if your item has been delivered so you can follow its progress all the way to your door.  
• You will always have access to all the information you want since it directly connects to the tracking page.‍

Let’s assume, however, that your order is still being processed. 

• The chatbot doesn’t leave you hanging in this instance. Rather, it respectfully notifies you of the anticipated arrival date, lowering any doubt and establishing expectations.
• The chatbot is adept at identifying questions that call for human intervention. 
• It seamlessly connects your call to a live person qualified to handle your particular needs, all without causing you any inconvenience or delays. 
• Automation lowers customer support expenses from a business standpoint. 

With the help of this potent technology, customer support interactions are being reshaped to be quicker, more effective, and more focused on the client’s needs than ever.

Trend #5: Mobile-Only Resolution Tools

More than 55% of website traffic in 2023 originated from mobile devices. In 2024, this tendency will pick up speed, and top BPM solutions providers are concentrating on technologies and skills to serve customers contacting through mobile devices.

The creation of mobile customer assistance applications is one such tactic. 

These applications can do the following:

• Enable direct communication with agents in real time.
• Offer a comprehensive information foundation for self-help.
• Make it simple to submit tickets and receive real-time alerts.
• Guarantee a flawless user experience on a range of screen sizes.
• Customers may have a smooth resolution process by prioritizing mobile devices.

Just check their phone, get the notice that reads “problem solved,” and they’re ready for the rest of the day.

Trend #6: Using Connected Devices to Provide Proactive Support

It is early in the Connected Everything era. More gadgets than ever before are connected via the Internet of Things (IoT), and businesses are now taking advantage of this data mine. Contact centers may use data to proactively handle consumer concerns as connected gadgets become more efficient. Top BPM solutions providers are utilizing data for better customer experience management.

Companies may use data:

• By making use of real-time diagnostics and monitoring.
• Using forecasts for maintenance and support.
• By gaining access to device data for effective problem-solving.
• Identifying the underlying causes of typical issues to enhance the device
• By averting interruptions and outages.

Contact centers may use the abundance of data connected devices provide to deliver proactive and effective customer care, eventually improving customer satisfaction and boosting corporate performance. 

Remote Work Solutions
The shift towards remote work, accelerated by global events, has become a permanent aspect of the modern workforce. In 2024, contact centers will continue to invest in technologies that facilitate remote work for agents while maintaining high levels of productivity and security.

Cloud-based contact center solutions will play a pivotal role in enabling remote work, offering flexibility and scalability. Advanced collaboration tools, augmented reality (AR), and virtual reality (VR) applications will be integrated to create virtual contact center environments. These technologies will not only bridge the gap between on-site and remote agents but also contribute to increased employee satisfaction and retention.

Trend #7: Blockchain for Data Security and Privacy

Data security and privacy are paramount concerns for contact centers, especially as they handle sensitive customer information. In 2024, the adoption of blockchain technology is expected to rise as contact centers seek innovative solutions to safeguard customer data and build trust.

Blockchain offers a decentralized and secure method of storing and managing data. Contact centers can utilize blockchain to enhance the security of customer information, ensuring that sensitive data remains confidential and tamper-proof. This technology also enables transparent and auditable records, enhancing accountability and compliance with data protection regulations.

Blockchain for Data Security and Privacy
Data security and privacy are paramount concerns for contact centers, especially as they handle sensitive customer information. In 2024, the adoption of blockchain technology is expected to rise as contact centers seek innovative solutions to safeguard customer data and build trust.

Blockchain offers a decentralized and secure method of storing and managing data. Contact centers can utilize blockchain to enhance the security of customer information, ensuring that sensitive data remains confidential and tamper-proof. This technology also enables transparent and auditable records, enhancing accountability and compliance with data protection regulations.

Endnote

Understanding technological trends in contact centers will enable outsourcing companies and businesses to better driving their outsourcing initiatives in the coming year. An experienced CXM solution provider with an understanding of new trends and capabilities to implement them for your business can only assist your company in establishing efficient call or contact center services to enhance CX and overall growth.

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