A whole new year full of possibilities lies ahead of us. If you’re looking forward to it as much as we are, it’s sure to be a sparkling 2022. These five tips will help your customer contact center employees shine.

1. Turn your support person into a super agent

Combining a good support employee with the right technology creates superpowers that help your customer super fast and very efficiently. From self-service technology to continuous learning systems and from emotional intelligence to the right adaptability, with the right superpowers your support employee will blow your customer’s mind in 2022.

2. Transform the customer experience with a modern IVR

Phone menus, that’s really very 2021. Modern smart IVR, that’s in a different league. No hassle for the customer, no hassle for the employee, shorter menu choices and so on. By deploying a smart, modern IVR, you can make your brand image go through the roof in 2022.

3. Improve the customer experience with live chat support

People today are increasingly choosing live chat. Online, the need for quick and personal contact is growing, especially among millennials. Live chat not only improves the customer experience, it also increases employee productivity. 2022 is the year to integrate chat into your call center.

4. Manage your time efficiently

The customer contact center is your company’s business card. It is at least as important as your store counter or reception desk, even if the contact is not physical. By choosing an adequate solution, and streamlining your processes, you will ensure that your customers are satisfied and stay that way. In 2022, it’s time to put your employees to work pieces more efficiently and effectively.

5. Make sure your call center continues to deliver a personalized and seamless customer experience beyond 2022

Hybrid working, the cloud, artificial intelligence, omnichannel and then you also have to be empathetic and personal. These are the trends you have to deal with as a customer contact manager to be ready for the future.

Stepping back for a moment

With all kinds of new channels, functionalities and different help desk software vendors, you could easily get lost. This sometimes makes choosing a solution that suits you more complex than necessary. Time to go back to basics. From there you can slowly rebuild so that 2022 will still be your year!

Here’s to a beautiful 2022!

We wish all customers, employees and associates a very beautiful, sparkling and healthy 2022 and look forward to working with everyone to create many great customer journeys. Could you use some help with that? Please feel free to contact us. We will gladly work with you to find the ultimate solution for your customer contact center. Want to get acquainted first? Stay informed by signing up for our newsletter.