This will be the Contact Centers in 2025

Customer service companies have always tried to respond to changing customer expectations; no other industry has evolved or adapted so quickly or so rapidly to this new era of an increasingly demanding consumer, to the continuous increase of communication channels, and to the challenges posed by employees of the Millenials generation.

Within this broad industry of customer service, contact centers have a special position, right at the intersection between employees, customers and channels, which is why they have led the evolution of customer service from the archaic centers of calls from the 1980s and 1990s, to the current and modern Contact Centers. And always pursuing a well-defined goal: to offer the customer the perfect experience.

This is how in recent years, many valuable technological improvements have been introduced in connection with voice recording, capturing and retaining the best talent, improving quality management through powerful analysis tools, automation, real-time verification, implementation of artificial intelligence, and many more. However, society continues to evolve and, with it, so do the trends.

To anticipate events, anticipate how customer service will evolve over the next few years, and be able to identify the trends that will prevail in the immediate future, constitutes the necessary and prior step to implement the most appropriate strategies that lead to the best possible customer experience.

Under this premise, Telesperience has produced the report entitled “Contact Center 2025: Trends, Opportunities, Strategies”, an ambitious and interesting study that tries to shed light on the future evolution of Contact Centers, proposing a “time travel” which leads us to the Contact Center in 2025, and from which come some conclusions as revealing as the following:

• The Contact Center will become the center of interaction of the new digital company, having to face increasingly complex responsibilities and challenges.

• In order to increase efficiency and optimize the experience, new technologies of analysis, automation, verification, bots, workflows, etc. will continue to be implemented.

• In spite of the relevance of the technological element, the human factor will be decisive in the resolution of the most complex and emotive problems.

• These human agents will increase their skills as they acquire more multi-purpose and even multidisciplinary roles such as problem solvers, brand representatives, and so on.

• In order to have the best talent, companies must identify and respond to the new demands of digital employees.

• Contact Centers will become a powerful resource to understand customers better and respond to their needs and increase loyalty.

These are just some of the key aspects that are detailed throughout the 27 pages of this report, which show the main trends in the evolution of Contact Centers until 2025.