The contact centre industry is set for major shifts in 2025 as consumer preferences evolve and companies adapt.
Richard Forrest, Founder and Managing Director of Forrest Contact, forecasts increased demand for genuine human interaction within contact centres, as consumers grow weary of AI-driven interactions.
Artificial intelligence (AI) has been changing the contact centre landscape for several years, with many organisations recognising its potential to improve customer service. Despite the growing enthusiasm, some companies are hesitant to adopt AI due to the high costs associated with advanced models. However, the contact centre industry appears poised to buck this trend. It is an exciting time to see the impact of AI in contact centres across the world.
In the merry old land of Oz (the fantasy land, not a nickname for our sunburnt country), little Dorothy is told by Glenda (the Good Witch of the North) that she has always possessed the ability to get what she wants. All Dorothy must do is tap her ruby slippers together and say the magic words.
Regardless of size, industry, and location, every member we talk to seem to be juggling multiple challenges ranging from employee attraction and retention, financial pressures, external environmental impacts, through to the pressure to transform.