COVID-19 UPDATE. Essential Reading - Coronavirus articles - Setting up a Contact Centre - Dealing with Increased Contact Volumes. Find suppliers of Cloud Solutions, or Homeworking.

4 Key Customer Service Trends for 2020


A picture of 2020 trend blocks

Helen Billingham of Enghouse Interactive explores some of the key trends that are expected to impact customer experience in the next year.

We have reached that time of the year when people review the highlights of the past 12 months and preview the next 12.

In customer service, one of the biggest trends of 2019 has been the evolution of self- and automated service models. But how will that change in 2020?

Here are four trends that may start to impact the contact centre industry in the year ahead.

Trend 1 – The Power of 5G

The power in people’s pockets from the latest mobile phones – now capable of 5G data transfer and speed – has increased the ability of the customer to self-serve.

As we look ahead to 2020, that 5G-driven power will see customers increasingly using mobile as a primary channel for interaction with organisations.

Recent Salesforce research indicated that 51% of customer service teams use mobile apps, compared to 82% of customers who use mobile apps for communicating with a company.

To embrace the power of 5G we expect to see organisations look to get further up to speed in 2020 by making investments either in a new app or in functionality within an existing one.

An example might be a bank that already has its own mobile app but adds callback functionality into its webchat capability to improve the service customers receive over mobile.

Trend 2 – Driving Anywhere, Anytime Services Through UC

Unified communications (UC) environments will continue to gain more ground during 2020 and allow not just employees within the organisation but customers and also third-party partners, contractors and affiliates to be part of the customer service process.

With this backbone technology in place, agents will be able to roam free, work from home or from out in the field.

At Enghouse Interactive, we expect a big increase in this kind of working during 2020.

Organisations will be able to bring more people from different businesses into the conversation but also have that conversation anywhere at any time.

Trend 3 – A Connected Experience

Not many organisations can give customers a truly connected experience today, but capability will increase during 2020.

Historically, when customers have switched between agent, webchat and browsing the website, much of the contextual information has been lost every time they changed channel.

Over 2020, we will see more contact centres incorporating the ability for businesses to pull context with them as their customers toggle from one channel to the next.

In line with this, we will see contact centres more effectively using so-called ‘escape hatches’, enabling them to escalate the customer out of a digital journey and into more of a human one.

At the same time they need to ensure information gathered earlier in the journey is captured and used to enhance the interaction.

Trend 4 – Refining the Journey

In 2020, we should see more smart organisations mapping customer journeys, layering in bots, automation and AI but also bringing in specialist skills to support these journeys as required.

The technology behind the connected enterprise is to bring in people with specialist skills as needed, whether in technology, problem solving, negotiation or some specialist content area.

This is an evolution of the ‘super-agent’ concept which was a popular topic of conversation a few years ago.

Today, instead of individual agents being trained to deliver all these roles in one, the thinking is instead to bring in people across the wider ecosystem with specialist capabilities who can help where needed.

We expect to see many more examples of this being put into practice during 2020.

We anticipate all the above trends will create a real stir in customer service circles in 2020.

What is yet more certain is that customer service continues to evolve at breakneck speed.

New trends arise all the time and it is likely that some unheralded development will emerge to sit alongside these and steal at least some of the headlines next year.

This blog post has been re-published by kind permission of Enghouse Interactive – View the original post

To find out more about Enghouse Interactive, visit their website.

About the author

Enghouse Interactive Enghouse Interactive delivers technology and expertise to help bring your customers closer to your business through its wide range of customer contact solutions. The unique approach of one size does not fit all approach offers choice, flexibility and scalability in deployment, size, complexity and integration to ensure successful and effortless customer interactions whatever your budget. The integrated suite of solutions includes multi-channel contact centre both inbound and outbound communications, self-service, operator consoles, quality management and advance integration enables organisations with minimal effort increase revenues, reduce costs, improve call handling and retain customers.

Read other posts by Enghouse Interactive

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Published On: 23rd Dec 2019 - Last modified: 7th Jan 2020
Read more about - Industry Insights,


Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox.