This guest post by Dave Hoekstra, a Product Evangelist at Calabrio, reflects on lessons learned by contact centres in 2021 and offers a glimpse into 2022, helping contact centres to plan ahead.
Hybrid working, The Great Resignation and Digital transformation are buzz terms that swarmed the contact centre industry in 2021. Yet, perhaps the word “buzz” does them a disservice. Each represents a significant trend that goes beyond the day-to-day operations of many organisations.
One thing is true – such a profound period of change has proven difficult to manage. Already facing conventional problems, including budget limitations, broken processes and IT restrictions, contact centre leaders experienced many difficult periods. Some operations entered crisis mode. Constant firefighting meant that knee-jerk decisions were commonplace and finding breathing space was challenging.
However, 2022 does not have to follow this pattern. By better understanding growing trends and how they may impact the future reality, contact centres can start improving their decision making and plan ahead.
So, as 2021 winds down, now is the ideal opportunity to take stock of a chaotic year and look forward to what the next 12 months may hold.
The biggest takeaways from 2021 are:
The next 12 months will present a series of new curveballs. Contact centres must consider these, in tandem with the lessons above, when planning. The following predictions will enable leaders to stay ahead of the curve.
Would you like to look further into the crystal ball? For a glimpse into the future, download Calabrio’s latest report: “Health of the Contact Centre 2021” and discover even more emerging trends.
This is a guest post by Dave Hoekstra, a Product Evangelist at Calabrio.
About Dave & Calabrio
When it comes to Contact Centres, Dave has seen it all. He started his journey in the 90’s as an agent and continued through every role a contact centre has to offer, eventually finding his way into his current role of Evangelist. Being Calabrio’s Product Evangelist is by far the favorite of all his roles as it gives him the ability and pleasure of sharing his knowledge and experience with other folks in the industry. And yes, being a father, grandfather, bassist, podcast host and photographer (and Texan), he uses words like “folks”. Combining 20+ years of experience in the industry with the rest of his life experience, Dave has a unique perspective of the tools, technology and challenges faced by today’s modern CX organizations and he looks forward to each and every interaction.
Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions. Through AI-driven analytics, Calabrio uncovers customer behaviour and sentiment and derives compelling insights from the contact centre. Organisations choose Calabrio for its ability to understand customer needs and the overall experience it provides, from implementation to ongoing support. Find more at calabrio.com and follow @Calabrio on Twitter.
Thanks to Annabel_P on Pixabay for the image.