Insight 3
Human roles will shift from agents to specialists
The future will see a significant shift in the roles of customer service representatives, evolving from generalist agents to specialized professionals. This transition is driven by the increasing complexity of customer queries and the need for tailored solutions. While many are concerned about the role of AI and job displacement, 78% of customer support leaders expect AI to transform customer support careers in the next five years.9
As customer expectations rise, brands will benefit from having experts who can address specific issues more effectively, leading to enhanced customer satisfaction and loyalty.
9 Intercom, “The state of AI in customer service,” intercom.com.
A transition to decentralized teams
With advancements in technology and the rise of remote work, customer service teams are becoming more decentralized. This model allows companies to tap into global talent, enabling them to hire specialists from various locations.
Decentralization strengthens flexibility and agility in responding to customer needs, as teams can leverage local knowledge and expertise to provide timely support. Not to mention, this approach encourages diverse perspectives, ultimately enriching the customer service experience.
Voice is here to stay (yes, humans are still needed)
Despite the growing prevalence of AI and automated services, voice communication remains king in customer service. Many customers still prefer speaking with a human representative, especially for complex or emotionally charged issues.
Human agents bring empathy and understanding to the table, which AI cannot replicate. As such, brands will continue to prioritize voice interactions while integrating AI tools to record and transcribe interactions to elevate the experience (by 2025, 60% of service organizations will adopt analytics technologies to analyze voice and text interactions for actionable insights).10
10 Gartner, “The future of customer service. A forward-looking playbook for customer service,” gartner.com.
More self-service will lead to specialist roles
Chatbots and other self-service tools will become the default option for typical customer service issues. By offering robust self-service portals, businesses empower customers to find answers independently, reducing the burden on human agents.
Agents, then, can pivot to providing consultative support for customers and issues whose needs are too complex or unpredictable for even the most advanced automation. This is how they transition to more of a specialist role.
This shift not only enhances customer satisfaction but also allows agents to focus on more intricate inquiries that require human intervention. As self-service technologies continue to improve, brands will need to strike a balance between automated solutions and personalized assistance.
The “uber-agent” approach
The "uber-agent" model is gaining traction, where customer service representatives are equipped with extensive training and versatile skill sets that enable them to handle a wide range of inquiries.
This approach mirrors the gig economy, allowing agents to shift roles as needed and adapt to varying customer demands. By promoting a culture of continuous learning and skill development, brands can create a dynamic workforce capable of delivering exceptional service across multiple channels.
High-touch expert environment
As customer interactions become more nuanced, the need for high-touch expert environments will grow. This approach emphasizes personalized service, where agents are not only knowledgeable about products and services but also skilled in building relationships with customers. By cultivating a high-touch environment, brands can build deeper connections, leading to increased customer loyalty and long-term engagement.
Security concerns linger
While technology enhances customer service capabilities, security concerns remain a critical issue. As brands adopt more digital solutions, they must prioritize data protection and privacy to maintain customer trust.
This includes implementing robust security protocols and training agents to recognize and mitigate potential threats. Addressing these concerns will be essential for ensuring a safe and secure customer experience while leveraging the benefits of advanced technologies.
Over the next decade, we will see a huge shift in the complexity of the role that a contact center agent holds. For larger organizations, this is likely to be less of an issue than for smaller organizations. Critical mass of a contact channel or department will become more of an issue as self-service continues to grow, and contact volumes continue to reduce as referenced earlier.
An AI phrase known as “mixture of experts” relates to different models being utilized to help complete particular tasks or activities. By 2035 it is highly likely that some, if not all, organizations will have to deploy similar capabilities but for their human agents. No longer will we have critical mass to staff up micro departments with single threaded expertise across long opening hours, and so we will have to have multiple experts across multiple facets available in order to serve our customer base.
Single threaded expertise will become obsolete in the contact center. As mentioned above, we should expect the rise of the uber-agent, who, alongside their AI sidekicks, will be everything a good agent is today — but across multiple disciplines.
Wayne Butterfield
Partner, Global Lead Contact Center Transformation at ISG
How to prepare
Focus on omnichannel communication, agent empowerment and customer analytics.
Train teams now to take a specialist approach in their day-to-days and prep them for the future of AI.
Arm your contact center with robust cybersecurity measures.