Predictions For The U.S. Contact Center Industry In 2025
Contact Center Pipeline, Tuesday, January 14th, 2025
As 2024 has come to an end, ContactBabel has looked at the thousands of surveys we've carried out with contact centers and customers in the U.S., and made some predictions about what we're likely to see next year.
Voice is king for customers
Considering that the prevalence of digital channels and self-service has increased so much in recent years, it may be a surprise to see that the preference for the phone channel as the first port-of-call has risen so much, particularly for complex and urgent matters.
The timing suggests that the initial change may well be pandemic-driven (although the 2020 figure does not reflect this, as the surveys are carried out in early Q2 each year before the full impact hit).