Customer Service Automation Operational Excellence

Five Contact Centre Predictions for 2024

By Ray Tierney 23 January 2024

In the ever-evolving customer service landscape, contact centres are gearing up for a transformative 2024. From the increasing emphasis on customer experience to the integration of AI tools, here are five key predictions that will shape operations in the next 12 months.

1. Service quality and profitability will go hand in hand

In 2024, the mantra for contact centres will be clear: customer experience is king.

Why does this matter?

It matters because happy customers are loyal customers. One-third of customers will leave a brand they have a good relationship with after a single bad experience. That does not give you much wiggle room when it comes to customer service consistency.

2024 will be a year where service quality and profitability do not have to be trade-offs as we say goodbye to annoying bots and hello to next-gen technologies.

2. Contact centres will become knowledge hubs

Contact centres are shedding their traditional image of static, one-dimensional entities. In 2024, they will transform into dynamic knowledge hubs.

The emphasis on being a knowledge hub means that contact centre agents will not just respond to queries but will also proactively anticipate customer needs. They will also be at the forefront of understanding customer intent and the first to know about emerging trends – and be more able to integrate that knowledge into the wider business.

3. AI tools will help agents work smarter

AI is a reality, and its impact on contact centres will be more pronounced in 2024. New tools will empower contact centres to work smarter by automating routine tasks, analysing vast amounts of data and providing actionable insights.

From multi-channel chatbots to generative AI-powered feedback analysis, AI will be an integral part of contact centre operations. This will improve efficiency while allowing human agents to focus on more complex and nuanced customer interactions (where the human touch is irreplaceable).

4. Agents will successfully tackle more complex problems

As AI takes on more, human agents will increasingly find themselves handling more complex and sophisticated support tasks. The evolving nature of customer queries demands a higher level of agent expertise and emotional intelligence. In 2024, contact centre agents will transition from trouble-shooters to strategic problem-solvers.

This shift will enhance the value of the human touch in customer interactions – and contribute to agents’ professional development and job satisfaction. The result is a win-win scenario where customers receive more efficient and personalised support while agents find their roles more fulfilling and challenging.

5. Security will go up a level

The rise of generative AI and the increasing sophistication of scams are pushing data privacy and security to the fore . Thus, in 2024, we can expect greater adoption of cutting-edge technology designed to protect customers and their information.

From real-time consent management to robust encryption protocols and advanced authentication methods, contact centres will invest heavily in securing customer data and transactions. Additionally, continuous training for agents on cybersecurity best practices will become a standard practice to mitigate risks.

2024 promises to be a great year for contact centres. To learn more about what is coming, download our annual whitepaper on upcoming customer experience trends.

See other posts by Ray Tierney


Ray has over 20 years’ experience in the technology and communications software industry, having previously worked in senior commercial roles at iTouch plc, Logica Mobile Networks and Telefonica (O2 Ireland). More recently he held key management positions with Oxygen8 Group, including Regional Sales Director and CEO, before joining the main board as Group Commercial Director in 2014, looking after market development in Ireland, the UK, South Africa and Australia. In 2016, Ray became the CEO of Engage Hub, a leading global provider of customer engagement solutions, responsible for expansion and growth of key operations in Europe, America and LATAM.

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