Exploring the Impact of GenAI on Contact Center Strategies in the U.S. and U.K.
In today’s rapidly evolving business landscape, organizations are constantly looking for ways to stay ahead of the competition. One area where this is particularly evident is in the contact center industry, where companies in the U.S. and U.K. are experimenting with modern technologies like AI and generative AI to meet the changing demands of contact center workers.
A recent report from TechTarget’s Enterprise Strategy Group (ESG) sheds light on the impact of evolving work environments on contact center platform requirements. The research, based on a survey of 347 IT and business professionals in North America, highlights the growing importance of technology in shaping the future of contact centers.
One of the key findings of the report is the significant impact of the COVID-19 pandemic on workplace norms. With a majority of contact center agents now working remotely, organizations are facing new challenges in supporting their workforce, maintaining compliance, and integrating with customer-centric systems.
Despite these challenges, the rise of generative AI (GenAI) has emerged as a major technology trend in the contact center industry. While AI use in contact centers is already strong, GenAI use cases are still in the early stages. However, organizations are increasingly recognizing the potential of GenAI to improve contact center operations and gain a competitive advantage.
Interestingly, younger organizations are more bullish on GenAI, with a higher percentage of them strongly agreeing on its potential compared to older organizations. These younger companies are more likely to seek competitive advantage as they establish themselves in the market.
In addition to GenAI, the latest CX trends report from Zendesk highlights a rapid transition toward intelligent CX, with a shift to AI. The report found that a majority of global respondents are using GenAI tools and reporting positive ROI.
As organizations continue to experiment with AI and GenAI in their contact centers, the extent to which these technologies will contribute to top-level business strategy remains to be seen. However, it is clear that the use of CX technologies can play a crucial role in helping companies gain a competitive advantage within their industries.
Overall, the evolving landscape of contact center technology presents exciting opportunities for organizations to leverage modern technologies and stay ahead of the competition. As we look to the future, it will be interesting to see how organizations continue to innovate and adapt to meet the changing demands of contact center workers and customers alike.
