3CLogic's Contact Center Blog

In January, Forbes dubbed 2022 the year of the customer. Now, organizations that were working with outdated systems at the beginning of the pandemic have been forced to reactively adapt to shifting customer expectations.

Picture this — your call center experiences a huge surge in volume on Tuesday morning at 10am, a time that’s typically quiet. As the queue grows, average handle time (AHT) spikes, the abandon rate grows, and the first call resolution rate plummets. 

When a customer dials up a contact center for support, it’s easy for them to assume the agent on the other end is doing little more than placing them on hold or routing them to someone else. The reality, of course, is far different. Contact center agents have incredibly challenging jobs that involve in-depth knowledge of their company’s products and services, solving problems on the fly, and navigating conversations with empathy.

Just a few decades ago, artificial intelligence (AI) seemed relegated to the world of science fiction. But times have changed. We now know that AI isn’t synonymous with the lifelike robots depicted in TV shows, movies, and books — it actually enables many applications that benefit individuals and organizations alike.

Receiving personalized service is non-negotiable for today’s customers. In fact, research from McKinsey & Company shows that 76% of customers are more likely to consider purchasing from companies that offer personalized interactions. It’s not enough to offer experiences that are merely personal, though — they also have to be convenient.