By
Deepak Selvaratnam
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Date Published: January 09, 2025 - Last Updated January 08, 2025
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Comments
Running a customer service center is like conducting an orchestra. Just as an orchestra consists of various instruments and musicians who must work together to create a harmonious performance, a customer service leader must synchronize different team members, technologies, business processes and other internal teams and sometimes external service providers to deliver customer service.
Unlike an orchestra conductor with a defined musical score and all musicians available with their instruments tuned and ready to play, a customer service leader does not have a predetermined script to follow or a fully willing and capable team.
The service environment is filled with unpredictability, including inconsistent customer contact patterns, fluctuations in workforce availability, varying skills and capabilities. All of these factors complicate forecasting and management.
Adding to this complexity are external factors beyond the contact center's control, such as marketing campaigns or new government regulations that can influence customer contact volumes. Moreover, customer preferences shift regarding the communication channels they choose and their expectations from these interactions, whether with a live agent, digital platforms, AI or through self-service options.
Drawing from the experiences of managing more than 4,000 Snapshotz contact centers and help desk audits — spanning more than 800+ datapoints— here are five actions for leaders to adopt to manage the mix of predictable and unpredictable elements in 2025.
1. Do a baseline assessment of what’s working and what’s not
Begin by assessing all the components involved in delivering customer service. A comprehensive evaluation and baseline analysis are essential. To succeed in 2025, it’s essential to take a holistic approach to understand the state of these functions and all the variables involved in customer engagement. Conducting a baseline assessment helps prioritize resource allocation efficiently.
2. Develop a digital service delivery roadmap
In 2025, digital service delivery will be foundational. The roadmap for digital service delivery in contact centers should align with the organization's technology roadmap and reflect the organization's customer goals.
3. Maximize the value of contact center data
The data generated by contact centers is a key asset and is vital for the overall health of the organization. It’s essential to identify areas where customer interactions and data can positively impact the organization, customers and agents in 2025.
4. Learn new skills
Shifts in required competencies and skills are already happening. Organizational structures and the skills being developed should be evaluated based on the types of customer interactions. This evaluation must also consider the knowledge and skills needed to manage new workloads and new technologies.
5. Invest in professional development
To remain relevant, leaders must prioritize continuous professional development and expand their networking efforts. Staying informed and engaged will enable them to thrive in the evolving landscape of 2025.