A lot of things are happening in customer service that signal what’s to come in the new year. AI is just one such trend, but chatbots haven’t taken over quite yet. As AI takes on bigger roles in business communications, industry leaders are starting to discover their limitations, as well. Instead, voice technology is forcing companies to take a closer look at the power of customer service agents, and what that could look like in the years to come.
The fact is, the vast majority of contact center interactions still take place over the phone. We want to ring in 2025 by recognizing the roles that customer service, especially live call center agents, will have in the new year.
Live Agents Recognized for Their Return on Investment
For insights into what’s to come, look no further than Forbes’ Best Customer Service 2025 list. Why is return on investment linked to good customer service? Because the power of loyalty has only grown, and all types of businesses are paying attention.
In the age of influencers, younger consumers in particular trust each others’ recommendations more than paid ads – both online and off – and customer service reps are playing a major role in this phenomenon. To that end, there will be more focus on empowering agents, for example, by training them to handle more varieties of calls, and even give them a little leeway to do something special for a customer in need, as the highest ranking brands have discovered.
Responding to Unanticipated Questions
One of the frustrations that customers experience when trying to get information from companies is that technology is programmed to recognize the most anticipated questions in a logical sequence. This becomes clear when someone waits on the phone as options are presented in succession, regardless of their relevance to the caller.
Speaking to a human being will also provide more discretion when callers want to circumvent the usual channels online. If a patient wishes to change specialists even though their appointment is already scheduled and prefers not to attempt the cancellation online, a customer service agent can feel safer and more reliable. They can tell you how many specialists there are in the system, where they are located, and how to get in touch with the one you prefer in a matter of minutes. Today’s consumers don’t like wasting time, and they will notice when call centers help them get to the point.
Businesses React to the Limits of AI
The smartest brands get that contact centers generate profits, and that the customer service experience is a significant driver in this process. They are also realizing that technology should help, not replace their customer service representatives. Voice bots can be designed to answer simple questions, and in some formats AI will complete partial tasks to improve the productivity of enterprises. But when it comes to problem-solving and providing services in industries such as healthcare and education, live agents will still need to perform the most important communications roles in any customer-facing organization.
Lighthouse’ Outsourced Call Centers Build Brand Loyalty with Customers
Sales people and inbound call center services are able to fill in where technology leaves off. Communication skills will be increasingly prized in any workplace, as productively and efficiently relies on good communication between organizations and their clients and customers.
At Lighthouse Enterprises, our live agents are recognized for their ability to empower companies. They ask questions, do the research, and build connections that only a person can. This is why a growing variety of organizations are looking to outsource to call centers with the kind of training we provide: effective enough to relay the most urgent information in real time, while making sales and resolving conflicts.
Reach out to Lighthouse Enterprises to discuss how our tailored solutions can bring your customer service to the next level.