For several years, contact centers have operated under a specific business and technical model. Their predominant function was to support customers with conventional customer service software that answered calls, logged complaints, and addressed issues.
In recent years, however, we’ve seen several events and technological developments that have forced CX centers to reassess the way they provide their services. Today, they need to lean towards a more flexible model—both from a service and operational standpoint to make customer service more streamlined and useful and reduce operating costs.
Let’s explore some of the key factors that are changing the way the customer service industry works.
Why is flexibility the new norm for contact centers?
There are several developments pushing CX centers to adopt more flexible services.
Evolving CX technologies are changing the game
New CX solutions, such as cloud-based AI solutions are expanding the scope of what is possible for contact centers.
CX solutions allow companies to automate many manual operations, allowing agents and engineers to work more efficiently than before. Cloud-based solutions also reduce the need for large and expensive servers.
Today, these technologies have expanded the scope of what is possible for CX centers to execute, not to mention, on a faster timeline and with higher customer satisfaction.
Customers want omnichannel services
Modern consumers use several forms of communication, such as SMS and chat, and now expect their businesses to communicate with them on these mediums.
Beyond accessibility across different mediums, however, there is also the growing importance of self-service options. Over 88% of customers now expect their business to provide self-service methods that allow them to resolve certain issues without having to call a CX agent.
The push for more accessible services will continue into the next few years, making flexible CX services important.
Work from home is the new norm
The recent COVID-19 crisis accelerated a trend that was already in motion, which is the rise of work from home arrangements.
With CX agents, engineers, and business users working in different locations, nowadays, CX systems must be flexible enough to be used across a vast network. In this case, a flexible system would be accessible and easy to use, leading to lean and efficient operations.
Flexibility is also crucial for WFH operations because employees require access to a sophisticated backend that is free of the restrictions from physical servers.
Transform your backend operations into an industry-leading model of flexibility with Blackchair
At Blackchair, our platform can revolutionize your backend operations to make them more flexible and efficient than ever before.