Throughout the month of January, our readers were focused on planning and strategizing for the year ahead. Lori starts off by walking us through some of the biggest challenges and priorities our centers face moving forward. Tiffany, along with her roundtable of experts, dives into the trends we will see in Workforce Management throughout this new year.
Nate then shows us how to make the customer experience a strategic priority through the cultivation of servant challengers. Next, Upland Panviva breaks down the hype surrounding AI to inform us of its opportunities as well as its challenges.
To propel us forward, the CCP Advisory Board provides us with insights into the trends they believe 2025 will bring to our centers. There is so much useful information packed in this top 5 to help you lay out your plans for 2025!
New Year, Evolved Challenges, Compelling Priorities
For seven years, we worked with Contact Center Pipeline to conduct an annual Challenges and Priorities survey. We loved exploring the results, and our readers found them insightful. While a variety of factors conspired against continuing the practice, we believe there is still a desire to hear what’s happening in the trenches.
2025 Trends in WFM
I used a roundtable approach in writing this to collect input from a group of friends. Workforce management (WFM) doesn’t fundamentally change year-over-year, which makes our trends a little more subtle than the other contact center disciplines.
Customer Service Awakened
The more I see Customer Experience (CX) work evolve, the more convinced I am that it’s a battle for the mind. The few brands that manage to punch through the noise of a congested global marketplace and earn lasting customer loyalty are doing something very different.
Human Over Hype
As AI continues to take the world by storm, organizations are expecting to revolutionize operations and deliver unprecedented results. For many, AI is seen as a silver bullet that can swoop in and resolve problems with a click of a button. Organizations envision a future where AI-powered agents handle complex inquiries, provide personalized recommendations, and resolve issues with unprecedented efficiency. But is it really that easy?
Moving Forward: What Will 2025 Bring For Contact Centers?
It is always important to remember, as we enter the New Year, to focus on what truly counts and that is people. For contact centers that means the customers: and the personnel who engage both directly and indirectly with them. Like the agents, supervisors, and managers. But also like the back office, engineering, HR, IT, and supply chain staff who also make this people experience happen.
