Hybrid working, The Great Resignation and digital transformation are buzz terms that swarmed the contact center 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 organizations.
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 center 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 centers 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 centers 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 more than a glimpse into the future, download Calabrio’s latest report: “Health of the Contact Center 2021” and discover even more emerging trends.