Here is the list of top 5 Customer Experience (CX) trends that every call center should follow in 2019 to gain an edge over the competition.

1. To Follow in
2019
Customer
Experience Trends
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2. Whether it is about earning a good market reputation or
resolving customer queries, a contact center’s success
highly depends on how well it treats its customers.
Customer experience is and will always be a major player
that would influence the duration for which a customer
stays with your brand.
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We are sharing with you the list of top five CX trends that
every contact center must follow to gain an edge over its
competitors in 2019.

3. Connect CX With A
Brand Purpose
03
01The delivery of excellent customer experience will
be directly or indirectly related to the brand’s goal or
purpose. This is because doing so would help drive
excellent sales, revenue and customer loyalty
towards the brand.
Developing CX platforms internally would also serve
as a great trick as the in-house team would be
better aware of the platform’s usability, extendibility
and ways to deploy it to make its best use.

4. Deliver Content On
Larger Screens
02
04
With a majority of customers adopting the latest
technologies. For instance, the majority of
smartphone users today opt to use phones with
larger screens.
Thus, it becomes essential for the contact centers to
meet the major demand for the larger screen
content.
This would allow contact center to cater to the
demand of the target audience with newer
opportunities for mobile advertising.

5. Digital Transformation
Will Rule The World
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03The processes will be automated, unstructured data
available through chats and IVR recordings will be
transcribed to gain relevant insights, to mention a
few.
The time to utilize smarter and better tools to
improve customer experience is approaching soon.
Be ready as you would have no time to think and
implement the latest technological transformations.

6. Increased Focus On Omni-Channel
Service Delivery
04
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The contact center service providers will now be
focused more towards delivering an omnichannel
customer experience.
Strengthening their presence on different
communication channels and making sure that all
the customer queries are resolved would be the top
priority.

7. Robotic Process Automation
Will Improve Efficiency
07
05
The automation of monotonous tasks would allow
more time to the contact center agents and other
human resources to engage in other important tasks
like innovation, strategy, planning and connecting
with the customers.
This can range from automated voice response,
email response to chats. During the coming year,
almost every contact center would opt for it as it is
cost-effective, fast and can even handle customer
queries instantly.

8. 08
The contact centers are well-aware that delivering an
enriched customer experience is the key to attain improved
customer retention and loyalty score.
It is not certain that each of these trends will be full-
fledged in 2019. But, a few of these will certainly rule the
market. Therefore, there is no harm in keeping oneself
aware of these trends and be prepared beforehand to stay
competitive.

9. Contact Center
Solutions
Back Office
Operations
Speech Analytics
Process
Improvement
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