9 Customer Experience Trends in 2022 You Should Know About
The heart of the customer experience is the contact center. However in recent years, contact centers have faced increasing challenges due to the pandemic, rising inflation, negative supply chain impact and high turnover.
What will it take for contact centers to overcome the challenges and continue delivering a top-notch customer experience? In this article, we present nine customer experience trends in 2022 that will help you solve the challenges and stay ahead of the curve.
Table of Contents
1. Increase in the number of remote workers
One impact of the coronavirus pandemic has been a significant rise in the number of home-based call center workers. This trend is set to continue into the future as both companies and employees have seen the benefits of working from home.
However, working at home is not all about benefits. There are also challenges, such as:
- Call quality
- Mental health of home workers
- Information sharing with peers
- Support for home-based operators by SVs
- Compliance with international-level security standards
- Softphone support
- Quality check functionality
- Integration with MicrosoftTeams
2. Support smartphones
- Primary response by AI
- Operator support
- Call center response analysis
At the height of the pandemic, the number of enquiries handled by call centers increased significantly. As a result, a number of call centers have begun triaging their primary response to AI. In other words, AI can be used to identify the content of the enquiry, and direct the caller to the appropriate person or web resource.
AI is also essential for analyzing call center responses. According to a September 2019 survey by leading contact center systems company Bright Pattern, only 13% of companies analyze all call center interactions. Most centers were analyzing only a random part of the voice, as they were unable to analyze all of the vast number of interactions in the voice and text channels.
- Web chat
- Text messages
- Bot conversations
But now, cloud contact center systems are more capable of integrating with various platforms and databases. Custom integrations can also be linked via APIs. Security is also available with products compliant with advanced protocols such as PCI, HIPAA and GDPR.
5. Omnichannel contact center systems
The ability for customers to seamlessly enquire from a variety of channels is essential for the modern customer experience. Omnichannel contact center systems are indispensable for the operation of diverse channels.
An omnichannel contact center system enables you to serve customers through the following channels (seamless response while switching channels is also possible).
With an omnichannel contact center system, operators can respond to customers as if they were having a single conversation, even if they use multiple channels. Customer avoid the stress of having to explain everything from scratch each time they change channels.
6. Labour management
The workforce optimization (WFO) function allows experienced operators to be given appropriate authority. Not only does this improve operational efficiency, but it also allows operators to be more flexible, which has been shown to reduce experienced operator turnover.
7. Integration with MicrosoftTeams
The number of users of MicrosoftTeams has grown exponentially over the past few years: launched in November 2016, Microsoft Teams opened 2022 on a high note. It announced reaching 270 million active users in January.
One example is the YMCA of the North, a non-profit organisation with more than 370,000 members and approximately 3,800 employees, which has implemented a contact center system that integrates with Teams, with three implementation benefits
- Reduced operator call handling time
- Increased operator efficiency
- Automation of routine tasks
8. Outbound automation
- Preview dialer
- Progressive dialer
- Predictive dialer
- Autodialer (IVR)
9. IT Service Management (ITSM)
- Mobile apps
- Cloud services
- Contact center systems
- IT service management tasks become more efficient
- The customer experience is improved.
Customer experience trends in 2022 are many and varied. In order to overcome the challenges and continue to deliver a quality customer experience, it is necessary to embrace the latest trends in 2022.
With the impact of the pandemic easing and global business accelerating again, now may be the opportune time to invest additional resources into delivering the best possible customer experience.