2018 was synonymous with great changes but 2019 is all email data about new technologies. Call centers in 2019 will have to deal with new technologies before responding to increasingly growing demands which are:
Improving customer experience through digital tools
A customer relationship increasingly focused on digital and human aspects
These changes brought about by digitalization force us to rethink the exercise of our profession: customer relations. What will become of traditional commercial and communication channels such as call centers? How will human relationships evolve in a world undergoing digitalization?
Adopting digital does not mean abandoning human relationships. Call centers in 2019 will need human needs more than ever. Even if consumer habits are changing and moving more towards digital, maintaining human interaction remains essential. In addition, a study conducted by Mckinsey shows that 80% of respondents want to maintain human interaction.
This may seem paradoxical when the same study shows that 90% of people do not like call centers. This bad image due to outsourced services abroad has clearly tarnished the profession. Despite this image, the desire for interaction remains essential for the quality of the customer experience but no longer leaves room for errors.
Reputation is an important factor for companies today. That is why it is important to choose your call center carefully. From then on, we can ask ourselves how call centers in 2019 will continue to renew themselves and provide a high satisfaction rate.