{"id":4293,"date":"2020-10-21T08:59:32","date_gmt":"2020-10-21T08:59:32","guid":{"rendered":"http:\/\/internal.n4engage.co.uk\/?p=4293"},"modified":"2020-10-29T14:40:08","modified_gmt":"2020-10-29T14:40:08","slug":"expert-predictions-on-the-future-of-customer-service","status":"publish","type":"post","link":"http:\/\/internal.n4engage.co.uk\/2020\/10\/21\/expert-predictions-on-the-future-of-customer-service\/","title":{"rendered":"4 Expert Predictions on the Future of Customer Service"},"content":{"rendered":"\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container\">\n<figure class=\"wp-block-gallery columns-5 is-cropped\"><ul class=\"blocks-gallery-grid\"><li class=\"blocks-gallery-item\"><figure><img loading=\"lazy\" width=\"997\" height=\"1024\" src=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/PaulBBlog-997x1024.png\" alt=\"\" data-id=\"4375\" data-full-url=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/PaulBBlog.png\" data-link=\"http:\/\/internal.n4engage.co.uk\/?attachment_id=4375\" class=\"wp-image-4375\" srcset=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/PaulBBlog-997x1024.png 997w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/PaulBBlog-292x300.png 292w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/PaulBBlog-768x789.png 768w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/PaulBBlog-1495x1536.png 1495w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/PaulBBlog-1993x2048.png 1993w\" sizes=\"(max-width: 997px) 100vw, 997px\" \/><figcaption class=\"blocks-gallery-item__caption\">Paul Bryce, Chief Commercial Officer, Node4<\/figcaption><\/figure><\/li><li class=\"blocks-gallery-item\"><figure><img loading=\"lazy\" width=\"997\" height=\"1024\" src=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Richard-BuxtonFF-997x1024.png\" alt=\"\" data-id=\"4358\" data-full-url=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Richard-BuxtonFF.png\" data-link=\"http:\/\/internal.n4engage.co.uk\/?attachment_id=4358\" class=\"wp-image-4358\" srcset=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Richard-BuxtonFF-997x1024.png 997w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Richard-BuxtonFF-292x300.png 292w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Richard-BuxtonFF-768x789.png 768w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Richard-BuxtonFF-1495x1536.png 1495w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Richard-BuxtonFF-1993x2048.png 1993w\" sizes=\"(max-width: 997px) 100vw, 997px\" \/><figcaption class=\"blocks-gallery-item__caption\">Richard Buxton, Director, N4Engage<\/figcaption><\/figure><\/li><li class=\"blocks-gallery-item\"><figure><img loading=\"lazy\" width=\"997\" height=\"1024\" src=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/PhilCBlog-997x1024.png\" alt=\"\" data-id=\"4380\" data-full-url=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/PhilCBlog.png\" data-link=\"http:\/\/internal.n4engage.co.uk\/?attachment_id=4380\" class=\"wp-image-4380\" srcset=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/PhilCBlog-997x1024.png 997w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/PhilCBlog-292x300.png 292w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/PhilCBlog-768x789.png 768w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/PhilCBlog-1495x1536.png 1495w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/PhilCBlog-1993x2048.png 1993w\" sizes=\"(max-width: 997px) 100vw, 997px\" \/><figcaption class=\"blocks-gallery-item__caption\">Phil Cantore, Senior Presales Consultant, N4Engage<\/figcaption><\/figure><\/li><li class=\"blocks-gallery-item\"><figure><img loading=\"lazy\" width=\"997\" height=\"1024\" src=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Dave-Smith_Enghouse_Circle-997x1024.png\" alt=\"\" data-id=\"4334\" data-full-url=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Dave-Smith_Enghouse_Circle.png\" data-link=\"http:\/\/internal.n4engage.co.uk\/?attachment_id=4334\" class=\"wp-image-4334\" srcset=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Dave-Smith_Enghouse_Circle-997x1024.png 997w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Dave-Smith_Enghouse_Circle-292x300.png 292w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Dave-Smith_Enghouse_Circle-768x789.png 768w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Dave-Smith_Enghouse_Circle-1495x1536.png 1495w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Dave-Smith_Enghouse_Circle-1993x2048.png 1993w\" sizes=\"(max-width: 997px) 100vw, 997px\" \/><figcaption class=\"blocks-gallery-item__caption\">Dave Smith, Channel Director, Enghouse<\/figcaption><\/figure><\/li><li class=\"blocks-gallery-item\"><figure><img loading=\"lazy\" width=\"997\" height=\"1024\" src=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Jeremy-Payne_EnghouseCircle-997x1024.png\" alt=\"\" data-id=\"4345\" data-full-url=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Jeremy-Payne_EnghouseCircle.png\" data-link=\"http:\/\/internal.n4engage.co.uk\/?attachment_id=4345\" class=\"wp-image-4345\" srcset=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Jeremy-Payne_EnghouseCircle-997x1024.png 997w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Jeremy-Payne_EnghouseCircle-292x300.png 292w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Jeremy-Payne_EnghouseCircle-768x789.png 768w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Jeremy-Payne_EnghouseCircle-1495x1536.png 1495w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/Jeremy-Payne_EnghouseCircle-1993x2048.png 1993w\" sizes=\"(max-width: 997px) 100vw, 997px\" \/><figcaption class=\"blocks-gallery-item__caption\">Jeremy Payne, VP International Marketing, Enghouse<\/figcaption><\/figure><\/li><\/ul><\/figure>\n<\/div><\/div>\n\n\n\n<p><\/p>\n\n\n\n<p>A world turned upside down has forced business leaders, particularly those managing contact centres and customer services operations, to think about how they can better prepare for the future.<\/p>\n\n\n\n<p>On the one hand, it\u2019s about improving the scalability of systems, processes and resources, so your customer service team is prepared for whatever life throws at it. But it\u2019s also about looking at the direction the industry is moving in. In many cases, the events of this year have accelerated digital transformation initiatives which were already in progress.<\/p>\n\n\n\n<p>Last month, we brought our specialists together with experts from <a href=\"https:\/\/enghouseinteractive.co.uk\/\" target=\"_blank\" rel=\"noreferrer noopener\">Enghouse Interactive<\/a> for a panel discussion on the future of customer service. And while our experts don\u2019t have a crystal ball on the trajectory of the pandemic or future government decisions, here they provide some useful predictions on what customer service will look like in the next few years.<\/p>\n\n\n\n<h4><strong><span style=\"color:#69be9f\" class=\"has-inline-color\">Organisations will deploy Artificial Intelligence (AI) more strategically<\/span><\/strong><\/h4>\n\n\n\n<p>Gone are the days when businesses jump on the AI bandwagon and deploy it as the latest, greatest technology, without having a customer experience strategy behind it.<\/p>\n\n\n\n<p>\u201cThere&#8217;s been quite an evolution of understanding over the last 24 months, in terms of what AI is good for and what it\u2019s not good for,\u201d says Jeremy Payne, Group VP Marketing &amp; Alliances at Enghouse. \u201cWhat we&#8217;re increasingly seeing is that pre-packaged bots are used to do a very defined, specific thing.<\/p>\n\n\n\n<p>\u201cFor example, with housing associations and local governments, the questions they get asked are in very similar clustered patterns. In those kinds of scenarios, AI, bots or just publishing the answers through user forums and websites enable people to self-serve.\u201d<\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container\"><\/div><\/div>\n<\/div><\/div>\n\n\n\n<p>\u201cWe&#8217;re also seeing AI and chatbots, not necessarily at the customer end, but at the agent end,\u201d says Dave Smith, Channel Director at Enghouse.<\/p>\n\n\n\n<p>\u201cOrganisations are introducing self-service, assisted bots for agents, allowing them to gain access to articles and information. This technology ensures they\u2019re consistently delivering the right information to customers.\u201d<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"alignleft size-large is-resized\"><a href=\"https:\/\/www.n4engage.co.uk\/contact-centres-of-the-future\/\" target=\"_blank\" rel=\"noopener noreferrer\"><img loading=\"lazy\" src=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/ContactCentreFutureMacWplay-1024x837.png\" alt=\"\" class=\"wp-image-4489\" width=\"512\" height=\"419\" srcset=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/ContactCentreFutureMacWplay-1024x837.png 1024w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/ContactCentreFutureMacWplay-300x245.png 300w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/ContactCentreFutureMacWplay-768x627.png 768w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/ContactCentreFutureMacWplay-1536x1255.png 1536w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/ContactCentreFutureMacWplay-2048x1673.png 2048w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/><\/a><\/figure><\/div>\n\n\n\n<p><\/p>\n\n\n\n<p class=\"has-text-align-left has-white-color has-text-color has-background\" style=\"font-size:25px;background-color:#009bff\"><strong>Want to hear more from our experts on the changing face of customer contact? <\/strong><br><br><strong><span style=\"color:#161a30\" class=\"has-inline-color\"><a href=\"https:\/\/www.n4engage.co.uk\/contact-centres-of-the-future\/\" target=\"_blank\" rel=\"noreferrer noopener\">Click here for the full panel discussion.<\/a><\/span><\/strong><br><\/p>\n\n\n\n<div style=\"height:2px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4><strong><span style=\"color:#69be9f\" class=\"has-inline-color\"><strong>The contact centre workforce will evolve<\/strong><\/span><\/strong><\/h4>\n\n\n\n<p>Think call centre and what probably comes to mind is an open plan office, with agents sitting at desks, all wearing headsets, all reading from the same script. But according to experts, this set-up is changing and will look even more different in the next few years.<\/p>\n\n\n\n<p>\u201cOne of the biggest shifts that we\u2019re going to see is in the people and skillsets that you see within a customer-facing organisation,\u201d says Jeremy. \u201cThere is a lot of automation, AI and self-service capability out there, and it\u2019s here to stay.<\/p>\n\n\n\n<p>\u201cWhat\u2019s changing is the skill sets that agents need to deal with those kinds of customer enquiries. Organisations already have those skills inside their organisation and Unified Communications, platforms like Slack and Microsoft Teams, will play a role in connecting agents to those individuals.<\/p>\n\n\n\n<p>\u201cBut you&#8217;re also going to see more customer service professionals with highly specialised skill sets. So, for example, crowdsourced advice on user forums requires an editor or administrator who\u2019s vetting posts to make sure they&#8217;re acceptable and technically correct.<\/p>\n\n\n\n<p>\u201cIf we think about lots of travel firms right now, they find themselves in the middle of customer interactions that are bordering on legal disputes. So they need somebody with really high-level negotiation skills, potentially with a legal background.<\/p>\n\n\n\n<p>\u201cThat person may not be an employee of your organisation. They may work for five other companies just like yours, and get folded into customer interactions as and when required.\u201d<\/p>\n\n\n\n<p><\/p>\n\n\n\n<h4><strong><span style=\"color:#69be9f\" class=\"has-inline-color\">Video will remain a key communication channel<\/span><\/strong><\/h4>\n\n\n\n<p>Over the last six months, video has reigned supreme as a way for people to communicate with each other.<\/p>\n\n\n\n<p>In the world of customer contact, customers have got used to accessing services via video. Agents, too, are using video for interactions with customers and colleagues. Richard Buxton, Director of N4Engage argues that video is here to stay.<\/p>\n\n\n\n<p>\u201cWe\u2019re seeing lots of businesses now embracing it,\u201d he says. \u201cWhilst the technology has been there for a long time, it&#8217;s not been widely adopted until now.<\/p>\n\n\n\n<p>\u201cPeople are becoming more and more comfortable having interactions with organisations over video. Take video consultations with doctors, for example. That sort of medical service is going to become the norm.<\/p>\n\n\n\n<p>\u201cInternally too, video will enable contact centres to operate remotely. Initially, we saw remote working as a temporary move, but it\u2019s going to become the norm. You\u2019re going to have dynamic, distributed agents working from lots of different locations, whether that\u2019s home, smaller offices or flexible offices spaces.\u201d<\/p>\n\n\n\n<p>The desire for business agility will drive many a technological change 2020 has been a wake-up call for businesses. Those who struggled to set up a remote workforce, deal with high volume contact centre traffic and atypical customer interactions, don\u2019t want to get burnt again.<\/p>\n\n\n\n<p>\u201cThere&#8217;s going to be a lot of reengineering of existing environments,\u201d says Phil Cantore, Senior Presales Consultant at N4Engage. \u201cPerhaps there will be some simplification of workflows to make things easier, and to cope with unexpected volumes.\u201d<\/p>\n\n\n\n<p>\u201cWhat this year has shown businesses is they probably need a lot more agility in their culture, systems and processes to accommodate unplanned events,\u201d adds Jeremy. \u201cOrganisations want to be able to fold in another 50, 100, 200 people overnight and equip them to follow a standard script or triage inbound calls. That desire to flex and scale in a commercially viable way will continue driving organisations towards the cloud.\u201d<\/p>\n\n\n\n<p>Behind all of these changes, of course, lies a desire for a more efficient, more satisfying customer experience. With organisations focused on providing the best customer experience, with the right people, workflows and technology in place, the days of the traditional call centre could be behind us \u2013 and the future of customer contact looks bright.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<h4><strong><span style=\"color:#69be9f\" class=\"has-inline-color\"><strong>The desire for business agility will drive many a technological change<\/strong><\/span><\/strong><\/h4>\n\n\n\n<p>2020 has been a wake-up call for businesses. Those who struggled to set up a remote workforce, deal with high volume contact centre traffic and atypical customer interactions, don\u2019t want to get burnt again.<\/p>\n\n\n\n<p>\u201cThere&#8217;s going to be a lot of reengineering of existing environments,\u201d says Phil Cantore, Senior Presales Consultant at N4Engage. \u201cPerhaps there will be some simplification of workflows to make things easier, and to cope with unexpected volumes.\u201d<\/p>\n\n\n\n<p>\u201cWhat this year has shown businesses is they probably need a lot more agility in their culture, systems and processes to accommodate unplanned events,\u201d adds Jeremy. \u201cOrganisations want to be able to fold in another 50, 100, 200 people overnight and equip them to follow a standard script or triage inbound calls. That desire to flex and scale in a commercially viable way will continue driving organisations towards the cloud.\u201d<\/p>\n\n\n\n<p>Behind all of these changes, of course, lies a desire for a more efficient, more satisfying customer experience. With organisations focused on providing the best customer experience, with the right people, workflows and technology in place, the days of the traditional call centre could be behind us \u2013 and the future of customer contact looks bright.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"alignleft size-large is-resized\"><a href=\"https:\/\/www.n4engage.co.uk\/contact-centres-of-the-future\/\" target=\"_blank\" rel=\"noopener noreferrer\"><img loading=\"lazy\" src=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/ContactCentreFutureMacWplay-1024x837.png\" alt=\"\" class=\"wp-image-4489\" width=\"512\" height=\"419\" srcset=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/ContactCentreFutureMacWplay-1024x837.png 1024w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/ContactCentreFutureMacWplay-300x245.png 300w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/ContactCentreFutureMacWplay-768x627.png 768w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/ContactCentreFutureMacWplay-1536x1255.png 1536w, http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/10\/ContactCentreFutureMacWplay-2048x1673.png 2048w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/><\/a><\/figure><\/div>\n\n\n\n<p><\/p>\n\n\n\n<p class=\"has-text-align-left has-white-color has-text-color has-background\" style=\"font-size:25px;background-color:#69be9f\"><strong>Want to hear more from our experts on the changing face of customer contact? <\/strong><br><br><strong><a rel=\"noreferrer noopener\" href=\"https:\/\/www.n4engage.co.uk\/contact-centres-of-the-future\/\" target=\"_blank\"><span style=\"color:#161a30\" class=\"has-inline-color\">Click here for the full panel discussion.<\/span><\/a><\/strong><br><\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator is-style-wide\"\/>\n\n\n\n<h4 class=\"has-text-align-left\"><strong>About Enghouse Interactive:<\/strong><\/h4>\n\n\n\n<p><a href=\"http:\/\/www.enghouseinteractive.co.uk\" target=\"_blank\" rel=\"noreferrer noopener\">Enghouse Interactive<\/a> delivers technology and expertise to maximise the value of every customer interaction. Core technologies include contact centre, attendant console, predictive outbound dialler, knowledge management, IVR and call recording solutions that support any telephony environment,&nbsp;on-premise&nbsp;or in the cloud. Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and more than 800 dedicated staff across the company\u2019s international operations.&nbsp;<\/p>\n\n\n\n<p>Enghouse Interactive is a subsidiary of Enghouse Systems Limited, a software and&nbsp;services company&nbsp;traded on the Toronto Stock Exchange (TSX) under the symbol \u201cENGH.\u201d Founded in 1984, Enghouse Systems is a consistently profitable company, which has grown both organically and through the acquisition of well-regarded specialists including&nbsp;AndTek, Arc,&nbsp;CosmoCom,&nbsp;Dialogic,&nbsp;Datapulse,&nbsp;Eptica,&nbsp;IAT, IT&nbsp;Sonix, Presence Technology,&nbsp;Reitek,&nbsp;Safeharbor,&nbsp;Survox,&nbsp;Syntellect,&nbsp;Telrex, Trio,&nbsp;Voxtron,&nbsp;Vidyo&nbsp;and&nbsp;Zeacom.<\/p>\n\n\n\n<hr class=\"wp-block-separator is-style-wide\"\/>\n","protected":false},"excerpt":{"rendered":"<p>A world turned upside down has forced business leaders, particularly those managing contact centres and customer services operations, to think about how they can better prepare for the future. On the one hand, it\u2019s about improving the scalability of systems, processes and resources, so your customer service team is prepared for whatever life throws at [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":4530,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[92],"tags":[134,124,141,152,150],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v15.6.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>4 Expert Predictions on the Future of Customer Service<\/title>\n<meta name=\"description\" content=\"Join our experts as they provide some useful predictions on what customer service and contact centres will look like in the next few years.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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