Contact centers that are equipped for the future will rely on computational linguistics, artificial intelligence, and natural language processing to improve interactions with customers. A strong omnichannel approach, allowing customers to communicate via live agents or digital service depending on their preferences and the situation will be key. An approach promoting meaningful interactions can result in both happier customers and happier agents.

For at least a decade, companies have attempted to increase the use of self-service tools while decreasing the reliance on live agents, with varying degrees of success. COVID-19 has been a catalyst for change since the closure of physical locations has increased the reliance on digital services as well as home-based, secure remote worker solutions.

At the same time, companies are finding their business continuity plans unequipped for the crisis, as backup operations often face barriers due to lockdown conditions. The current uncertainty has made it even more apparent that leaders must be able to dynamically deploy capabilities to respond to unpredictable shifts in supply and demand.

To overcome these challenges and remain resilient into the future, contact centers must incorporate structural resilience, which requires understanding both the complexity of resolution and the predictability of demand.