Predictions Report

Predictions 2020: Customer Service

November 25th, 2019


As speech analytics deployment for quality assurance (QA) accelerates in 2020, enterprises will reduce their QA staff, either reassigning them to other roles in the contact center or eliminating jobs. By the end of 2020, robotic process automation (RPA) will automate one out of five repeatable tasks within customer service organizations. Brands will start to bring work closer to home, where stronger cultural affinities will allow agents to provide more empathetic service. US brands will spend as much as $8 billion more in 2020 to improve the employee experience in contact centers to help enrich and retain agents. Travel and eCommerce will be first to drive joint ownership of messaging channels.

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