Infographic: Is Your Contact Center Future-Ready? Trends, Challenges & Solutions
                     IS YOUR CONTACT CENTER FUTURE READY?
CUSTOMER EXPECTATIONS ARE RISING
7 out of 10 Customers say they More than half of Americans Nearly 80%
have spent more money to do have scrapped a planned of American consumers point to 
business with a company that purchase or transaction speed, convenience, 
delivers great service.i because of bad service, and  knowledgeable help and friendly 
33% say they’ll consider service as the most important switching companies elements of a positive customer 
after just a single instance experience.iii 
of poor service.ii
CHANNELS ARE SHIFTING
More than six in 10 U.S. consumers say that their But, as the complexity of the issue increases, 
go-to channel for simple inquiries is a digital such as with payment disputes or complaints, 
self-serve tool such as a website (24%), mobile app customers are more likely to seek out a 
(14%), voice response system (13%) or face-to-face interaction (23%) or a real person 
online chat (12%).iv on the phone (40%).v
AUTOMATION IS MAKING FRONTLINE JOBS MORE CHALLENGING
According to Gartner, 45% of However, 71% of Americans would 
people don't care if they are rather interact with a human than 
45% dealing with a real person or 71% a chatbot or some other automated 
AI as long as the experience is process, especially when 
fast, easy, and effective.vi something goes wrong.vii
U.S SUPPORT COSTS ARE 
RISING & HIRING IS 
BECOMING DIFFICULT
Most of the U.S. reached nearly full-employment by 2016viii
U.S. Unemployment dipped below 5% in 2018 meaning far 
fewer available workers for open rolesix
Average U.S. Hourly Wage rates grew by 8% from 2017 to 2018x
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i#WellActually, Americans Say Customer Service is Better Than Ever. By American Express. December 2017. 
https://about.americanexpress.com/press-release/wellactually-americans-say-customer-service-better-ever
iiIbid
iiiExperience is Everything: Here’s How to get it right.” By David Clarke and Ron Kinghorn. PwC. 
2018https://www.pwc.com/us/en/advisory-services/publications/consumer-intelligence-series/pwc-consumer-intelligence-series-customer-experience.pdf
iv#WellActually, Americans Say Customer Service is Better Than Ever. By American Express. December 2017. 
https://about.americanexpress.com/press-release/wellactually-americans-say-customer-service-better-ever
vIbid
Source: https://www.linkedin.com/pulse/tech-tuesday-future-ai-evolution-chatbot-scarlett-sieber/ 
vihttps://www.linkedin.com/pulse/tech-tuesday-future-ai-evolution-chatbot-scarlett-sieber/ 
viiExperience is Everything: Here’s How to get it right.” By David Clarke and Ron Kinghorn. PwC. 2018 
https://www.pwc.com/us/en/advisory-services/publications/consumer-intelligence-series/pwc-consumer-intelligence-series-customer-experience.pdf
viiiU.S Bureau of Labor Statistics https://www.bls.gov 
ixIbid.
xIbid.