Author: Dave Geverts, Product Evangelist, Calabrio
The year 2021 was one of adjustment. New challenges emerged and contact centres learned many lessons. Dave Hoekstra at Calabrio reflects on these before offering a glimpse into 2022, helping contact centres to plan ahead.
Hybrid working, The Great Resignation and Digital transformation are buzz terms that swarmed the contact centre industry in 2021. Yet, perhaps the word "buzz" does them a disservice. Each represents a significant trend that goes beyond the day-to-day operations of many organisations.
One thing is true - such a profound period of change has proven difficult to manage. Already facing conventional problems, including budget limitations, broken processes and IT restrictions, contact centre leaders experienced many difficult periods. Some operations entered crisis mode. Constant firefighting meant that knee-jerk decisions were commonplace and finding breathing space was challenging.
However, 2022 does not have to follow this pattern. By better understanding growing trends and how they may impact the future reality, contact centres can start improving their decision making and plan ahead.
So, as 2021 winds down, now is the ideal opportunity to take stock of a chaotic year and look forward to what the next 12 months may hold.
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Lessons learned in 2021
The biggest takeaways from 2021 are:
What’s in store for 2022?
The next 12 months will present a series of new curveballs. Contact centres must consider these, in tandem with the lessons above, when planning. The following predictions will enable leaders to stay ahead of the curve.
Calabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Management (WFM) vendor Teleopti combining the best of both Teleopti WFM and Calabrio WFM into a single WFM solution fully integrated within the Calabrio ONE suite. The new Calabrio ONE empowers agents and management alike with a smarter approach. Through AI-driven analytics, Calabrio uncovers important customer behaviour, sentiment and reveals vital insights from contact centres worldwide.
Published: Friday, December 24, 2021
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