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Beril Gürkan
Deputy Director of Contact Center
Lal Kartal
Digital Product Lead
Laura Cameron-Crichlow
ONQ Brand & Marketing Consultant
Sarah Brady
Customer Experience Specialist

Customer Service Trends to Look Out for in 2020 - The Connection - Blog

Customer Service Trends to Look Out for in 2020

Remember when call center agents used to “serve” customers by robotically reciting scripts over the phone? Not anymore. These days, customers expect to have an entirely different experience, one that is personalized just for them. They can reach out via numerous channels, and have actual conversations with agents. For 2020, customer service trends continue to point in one direction: even greater focus on total customer experience.

Companies across all industries now understand that customer experience is a brand differentiator — one that significantly impacts customer retention and revenue growth. Customer experience includes every touchpoint — online, in-store, and contact center interactions. To outperform competitors in 2020, companies will take advantage of customer service trends to sharpen their efforts to deliver a better customer experience.

Increased Urgency for Digital Transformation

Customers now expect companies to know who they are and deliver experiences that match their individual preferences. At the same time, customers are interacting with companies through more and more channels including websites, retail stores, social media, messaging, email, web chat, texting, and — oh, yes, voice calls. The challenge in 2020? To provide seamless, personalized experiences to customers across all of these touchpoints.

Contact centers that are still trying to piece together a hodge-podge of siloed legacy technologies and/or solutions from multiple vendors will pay a big price in 2020, alienating customers and agents alike. Customer serviced trends demand a focus on the channels that best match identified customer preferences. That requires the ability to collect data from all systems that support each touchpoint, and then centrally process and analyze that data.

Learning from Customer Data

Today’s customers want offers and experiences tailored to their individual preferences. In order to deliver that, contact centers will delve deeper into their customer behavior data for clues about each individual, using that data to choose which channel(s) they use to communicate with the customer as well as which specific products, promotions, or support are offered.

Contact centers will still use analytics to drive operations efficiency, too. Key call center metrics such as handle time, average speed of answer, and agent utilization rates, along with customer-focused KPIs such as first call resolution, customer satisfaction scores, and Net Promoter Score all tell part of the story. In effects, companies are using all this data to identify internal customer service trends.

Mobile-Friendly Is a Must  

More than half of Americans now own a smartphone, and that phone is probably their primary communication tool, regardless of channel. Not having a mobile-optimized website and mobile-access customer service options will be a deal-killer in 2020.

Customer Service Goes Social

Customers are now using social media to contact companies, for service and support as well as to purchase products. This is great news for social-savvy contact centers, because interacting with customers via social media saves money compared to live contact. It can also significantly increase customer satisfaction. A third of social media users say they would rather make contact via social media than phone, and nearly two-thirds say they expect companies to provide social-based support.

Using Artificial Intelligence to Boost Engagement

Artificial Intelligence (AI) is here to stay, and it is getting smarter all the time. Customers are now comfortable interacting with chatbots, which can help companies gather valuable customer data as well as streamline customer service. In 2020, self-service AI will expand, as will its ability to learn from past customer experiences, thereby providing faster, ever-more personalized service in real-time.

Would You Rather Speak to an Agent?

Investment in automation and technology is crucial for improving the customer experience, now more than ever. To effectively personalize service, agents need tools that display historical information about the customer. Chatbots can support this by transferring contacts to a live agent as needed and delivering relevant messages to the agent’s screen as contacts arrive for seamless service. This hybrid AI-agent integration is a key trend to watch for in 2020.

Because live agents remain crucial for contact center success, one of the most important customer service trends continues to be human investment. Retention of quality agents more competitive than ever. In 2020, contact centers will offer timely, one-on-one feedback and ongoing agent training to develop and retain top talent. Because agents work on the front lines, engaging in interactions that determine customer experience, organizations will also solicit agent input about processes and customer feedback.

Recommendations Boost Sales

Studies show that 56% of online shoppers are more likely to return when a site offers product recommendations, and 45% prefer sites that offer personalized recommendations. Contact centers that take note of this will ensure live agents (and even AIs) have in-depth, up-to-date training that facilitates offering customer-tailored recommendations. 

Security and Privacy

Customers have grown used to reading about massive data breaches, but they have also grown weary (and leery) of them. An otherwise exceptional customer experience is ruined once a customer learns that their personal and financial information has been exposed to hackers or shared with other companies without their consent. Contact centers, and all areas of the organization, must strengthen data protection if they hope to retain customer trust and loyalty. This will require increased security technology, procedures, and employee training.


Customer service trends for 2020 reflect the need to keep improving communication processes, technology, data analysis and usage, and security. But they all aim to boost overall customer experience. And as much as technology continues to expand its presence in contact center operations, companies are also doubling down on attracting and retaining high-quality labor.


Publish Date: January 16, 2020

2023 Buyers Guide Automation

1.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.


EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.


Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

View more from The Connection

Recent Blog Posts:
Healthcare Call Center Best Practices: Work with a Qualified Call CenterMarch 12, 2020
Interpreting a Call Center Metrics Dashboard with The Connection®February 13, 2020
Benefits of Outsourcing Your Appointment Setting ServicesJanuary 30, 2020
Customer Service Trends to Look Out for in 2020January 16, 2020
Causes of Inaccurate Call Center Workforce Forecasting & How To Avoid ThemNovember 21, 2019
Call Center Staffing: Best Practices for an Outstanding TeamOctober 31, 2019
It's All in the Numbers: Your Ultimate Guide to Call Center MetricsOctober 17, 2019
Customer Satisfaction Metrics: What You Should Know About CSAT and NPSMay 30, 2019
How to Identify the Best Customer Service Assessment Test for Your Call CenterMarch 28, 2019
Call Center Training Tips for Managing New HiresMarch 7, 2019

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