3CLogic's Contact Center Blog

Well-established processes are crucial for service desks and customer service centers. Relying on a standardized approach to tasks and operations helps to ensure that customers have positive experiences at every touchpoint. 

Doing more with less has quickly become a way of life for most organizations. In an effort to minimize costs without degrading the customer experience, service departments have increasingly turned to digital channels to provide customer support.

The stock market has been uncertain at best, interest rates are rising, and the Consumer Price Index — a measure of inflation — is the highest it’s been in 40 years. These signs suggest that a tighter economy might be around the corner. 

What started as a few whisperings in early 2022 has become a near certainty — the U.S. is on the cusp of a recession. With inflation soaring, stocks tumbling, and consumer sentiment dwindling, it’s not difficult to see why a recent survey shows that experts predict there’s a 44% chance of entering an economic downturn within the next 12 months. 

If you need proof that contact centers are far different today than they were several years ago, just think of the term itself. Call centers that focused on phone-based support eventually transformed into robust departments that interact with customers on channels such as email, SMS, live chat, and more. The modern contact center emerged.