The document discusses predictions for contact center trends in 2020. It predicts that contact centers will continue their transformation process, with some leading the way and most still in the middle. Data driven decision making will be important. There will also be a focus on emotional intelligence in customer interactions and shaping smarter customer journeys tailored to individual needs. Key channels like voice, messaging and mobile will continue proliferating while metrics will move from simple occupancy measures to prioritizing employee engagement.

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Predictions
2020

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State of Play
CC transformation is a long train
A few at the front
More at the back
Most in the middle

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Predictions
2020
latest contact centre trends

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A New Catalyst
re place s

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C U S TO ME RS
TO P I C S
C H A N N EL SO U TC O MES
Data Driven Decisioning

6. 2 0 2 0 P r e d i c t i o n s
Emotive CX for Customer Interaction
"One of the most important emerging skills
for the future is the need for employees to
develop highly effective emotional
intelligence
Emotionally intelligent agents can provide
an improved experience for the customer
but also make a lasting impression, creating
a competitive advantage."

7. 2 0 2 0 P r e d i c t i o n s
Predictions
2020
falling by the wayside

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“More and more CX teams now recognise that
pursuing a broad omnichannel customer engagement
strategy hasn’t actually enabled the kind of best-in-
class customer experiences they were looking to offer.
That’s why in 2020 we’ll see an increased emphasis on
the shaping and refinement of smarter customer
journeys – ones that will help direct people towards
the channels and resources that are more appropriate
for what they’re trying to achieve,”
Stuart Dorman
Chief Innovation Officer

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Predictions
2020
The Future Of Key Channels

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Which of these methods of contacting organisations do you use currently? (UK)
Source: Davies/Hickman (2019), The Digital Customer, BT/Cisco
Voice Kicks Back – as live

12. 2 0 2 0 P r e d i c t i o n s
Voice Proliferates - as automated

13. 2 0 2 0 P r e d i c t i o n s
Telephone calls are an interruption made at
the convenience of the caller
Asynchronous communication makes it easier to schedule
a response at a time convenient to the responder
Messaging Is Big Most Other Places
M Y T I M E I S P R E C I O U S

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Predictions
2020
Inspiring A Young Workforce

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Mobile Micro Learning

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Purpose Driven Organisations

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Predictions
2020
Rethinking Key Metrics

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From High Occupancy to High Engagement
Expecting people to
reflect the
productivity patterns
of machinery is crazy
if we also expect
them to be creative,
present and engaged

20. 2 0 2 0 P r e d i c t i o n s
From High Occupancy to High Engagement
We need to loosen up on what
we recognise as ‘productivity’
and how we support it