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Most, if not all businesses are wrapping up an informal ‘stress test’ on their customer service operations that could have a big impact on their business for the coming year and beyond. The holiday rush not only drives big business for retail, distribution and travel/hospitality – but also a surge in customer service opportunities.

Looking back at 2019, one of the underlying debates of the global contact center industry was whether or not voice will continue to have a place in the increasingly digital world of customer service.

The research is clear, younger consumers have a high preference for interacting with companies using digital channels. In fact, 90% of Generation Z and 84% of Millennials state this as their preference. The result is that the call center is quickly become a contact center and your call center software and operations needs to adapt as well.

The most compelling memorable customer experiences come from the relationships we have with businesses that understand us. That’s why you go to the same coffee shop every morning. The barista knows how you like your latte, they know you like a quick chat about your busy day ahead and they even remember your name. Though these brief interactions might seem insignificant, they’re the reason you become a loyal customer—the barista adjusts the service provided to reflect your likes and dislikes.

2020 holds massive potential for planning and achieving your CX goals! Why? Because we have access to tremendous insight on what customers are looking for in service and brand experience in the coming year. We also have access to research on what sales, service, and support organizations across the globe did (and did not) do successfully in 2019.

Since 2006, cloud computing has expanded and advanced in incredible ways. While cloud computing is a staple in numerous organizations, less than half of contact centers have any form of investment in cloud technology. But, we see the rate of cloud adoption in contact centers rising every year now. Is your contact center ready to make the leap to cloud computing? Here are a few considerations to make as you prepare for the transition.

Imagine an aspiring baseball player who is trying to perfect his swing. He spends hours in training sessions. He watches videos of how the top hitters swing the bat and he tries to imitate them. Still, his performance stats aren’t where they should be. But when a knowledgeable coach works with him; watches him swing the bat; explains what he’s doing wrong; and shows him specific techniques he can use to correct it, he is able to make great strides in improving his swing and his performance. It’s the personal focus and one-on-one guidance that makes all the difference.