More than half of companies will increase their investment in contact centers in 2017

Contact Centers are almost naturally associated with a concept as evident as descriptive and key in its existence: transformation. From the different types of interactions they manage, to the methods that measure their performance, through channels that allow contact with customers, Contact Centers are constantly changing. And, of course, 2017 will also witness some new transformations.

However, in this state of continuous transformation, there is something that remains unchanged: the essential importance of cultivating a satisfied customer base. And to reach that satisfaction Contact Centers are the most direct and obvious gateway. Therefore, the strategies that companies develop for their contact centers must also respond successfully to trends and changes occurring in the market, while preparing them to be able to adapt in advance Faster to next changes.

Following this line, the latest report prepared by CCIQ, under the title “The Future of the Contact Center”, unveils the main trends, challenges and objectives for contact centers in 2017, while highlighting some of the most strategic and technological solutions important for success.

• Although “contact center” is the most used name to describe the business area in charge of connecting with customers, half of the companies use another term.

• Customer service is the service most associated with contact centers, followed by feedback management, loyalty and sales.

• Improving the multi-channel experience will increase relative to telephone support.

• “Effortless experience” is the theme most commonly associated with the future of contact centers; most companies believe that customers prefer an effortless experience to an unforgettable experience.

• Since happy agents produce happy customers, improving the performance of these agents will improve tools and technologies as well as their training.

• The main objectives of contact centers in 2017 are summarized in improving customer satisfaction, increasing personalization and increasing customer loyalty.

• The main challenges faced by contact centers in 2017 are outdated technology and resource constraints.

• By 2017, more than half of companies will increase their investments in contact center technology, digital transformation and self-service.