Watch out for the Top 4 Omnichannel Contact Center Trends in 2024
Posted: Sun Mar 16, 2025 10:26 am
There has been a rise in omnichannel contact centers over the past few years. Businesses have adopted integrated support channels, allowing customers to receive support via various touchpoints, reducing customer dissatisfaction and hold times.
Customers no longer stick to a single channel when contacting service agents. This has given rise to contact centers that handle customer support requests across multiple channels.
Alt text: Omnichannel contact centers retain more customers than those working on a single channel
Source: Giphy
Companies that stick to a single channel are less likely to retain their customers than companies that offer omnichannel customer engagement. Customers tend to resort to multiple channels than stick to a single one.
According to a report by Hiver, only 77.33% of customers chinese overseas asia database prefer email. The rest of the correspondents in the survey opted for different channels like live chat, phone, social media, and communities and forums.
In the report, it was also noticed that there was an overlap in certain responses. The overlap in channels implies that customers don’t rely on a single channel to resolve their requests.
Suggested Read: Would you like to know how Convin can help your Omnichannel contact center?
What are the Top Omnichannel Contact Center Trends of 2024?
There has been a lot of buzz around omnichannel contact centers, like integrating AI to boost performance and self-service channels, to name a few. Here are the top 4 contact center trends to keep an eye out for in 2024.
1. Personalized Customer Support
Omnichannel contact centers are being equipped to provide customers a personalized experience
All support agents should be empowered to deliver personalized customer support
Customers prefer to avoid being kept on hold waiting for the support agent to find their customer details. A McKinsey report claims that 71% of consumers expect a personalized experience when they contact a contact center. The same report also found that companies that grow faster than their competitors drive 40% more revenue from personalized experiences than competitors with slower growth rates.
Customers no longer stick to a single channel when contacting service agents. This has given rise to contact centers that handle customer support requests across multiple channels.
Alt text: Omnichannel contact centers retain more customers than those working on a single channel
Source: Giphy
Companies that stick to a single channel are less likely to retain their customers than companies that offer omnichannel customer engagement. Customers tend to resort to multiple channels than stick to a single one.
According to a report by Hiver, only 77.33% of customers chinese overseas asia database prefer email. The rest of the correspondents in the survey opted for different channels like live chat, phone, social media, and communities and forums.
In the report, it was also noticed that there was an overlap in certain responses. The overlap in channels implies that customers don’t rely on a single channel to resolve their requests.
Suggested Read: Would you like to know how Convin can help your Omnichannel contact center?
What are the Top Omnichannel Contact Center Trends of 2024?
There has been a lot of buzz around omnichannel contact centers, like integrating AI to boost performance and self-service channels, to name a few. Here are the top 4 contact center trends to keep an eye out for in 2024.
1. Personalized Customer Support
Omnichannel contact centers are being equipped to provide customers a personalized experience
All support agents should be empowered to deliver personalized customer support
Customers prefer to avoid being kept on hold waiting for the support agent to find their customer details. A McKinsey report claims that 71% of consumers expect a personalized experience when they contact a contact center. The same report also found that companies that grow faster than their competitors drive 40% more revenue from personalized experiences than competitors with slower growth rates.