7 Future-Proofing Goals for Contact Centers in the Year Ahead

When the customer experience (CX) goes awry, it’s a contact center agent that feels the brunt. Author, businesswoman and influencer Kate Zabriskie sums up that kind of experience.

“The customer’s perception is your reality,” Zabriskie said.

However, consistent and innovative CX can make a positive impact for the agent, the workforce, and ultimately a contact center’s bottom line. For many of these businesses, 2022 is the year to make integral changes so that CX is optimal — whether it’s replacing a center’s technology or adopting new human resources policies.

Channel Futures has compiled a trends list for the contact center in the year ahead (see slideshow above). Even as digital transformation and artificial intelligence (AI) make advances, the goal is still to improve the working experience of the agent. This has cascading effects for customers and the longevity of the center. The trends list showcases the policies and technologies needed to make 2022 the year of the agent.