There is a significant need for this as Microsoft estimates that only 11% of enterprise cloud users have implemented MFA. The upcoming year will find more and more companies implementing advanced cyber technologies and updating their access policies, such as instituting VPN multi-factor authentication or even video monitoring for remote employees. With more WFH agents, carefully and clearly defined security processes are a trend that will impact the call center industry. It offers employees the flexibility that has served to reduce turnover, expands hours of operation thanks to the follow-the-sun approach, and ensures business continuity if another crisis occurs. According to research, remote workers are an average of 35-40% more productive than their office counterparts. The distributed workforce is not just a crisis response the pandemic proved to many leaders that employees don’t need to be physically onsite to be productive. In 2022, remote working is a standard in customer service and a trend that has already had a significant impact on the call center industry. Let’s look at some of the trends that are expected to impact the call center industry: Global Ways of Working Trends Virtual Contact CentersĪfter scrambling to set up remote working environments at the start of the pandemic, enterprises have largely recognized its advantages and adopted the WFH or virtual contact center model. Going into 2022, we’ve got our eye on several trends that are expected to help call centers deliver service excellence while still ensuring business continuity in an unstable economy. Most Impactful Trends in The Call Center Industry 2022
Going forward, there are many economic, technological, social, and global ways of working trends that will further impact the call center industry. In the last few years, the call center industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digitalization, and the continuously rising bar for positive customer service experiences. Most Impactful Trends in The Call Center Industry 2022.The infographic below courtesy of our friends over at Executive Boutique will show you some statistics about artificial intelligence and how call centers can integrate AI into their existing business processes. However, call centers have instead leveraged AI to boost performance, improve customer satisfaction, and augment an agent’s information regarding the call.Īrtificial intelligence will soon break into the call center industry even more to complement the work of human agents, and its wide potential applications are promising. One such industry that is harnessing the power of AI is the call center industry.īecause of its capability to understand and interpret questions and give relevant responses, think tanks initially predicted AI to be a bane to the industry.
AI is so commonplace that many of the workplace functions humans usually do are automated and done by AI. With the continuous development of artificial intelligence, it comes as no surprise that the technology is currently being deployed in a wide range of applications in different industries.
0 kommentar(er)
