ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.


Future-Proofing Your Contact Center: Trends to Leverage in 2024

The contact center landscape is undergoing rapid transformation as we enter the new year. Customer expectations are soaring, and technology is reshaping how we engage with and serve customers. In this shifting terrain, contact center professionals must adapt and embrace change.

In this series’ first article, I shared five insights I picked up at ICMI's Contact Center Expo 2023. In the second installment, we dove into these questions: Do contact centers have a future? What kinds of career opportunities will they offer? In this final article, we’ll look at 20 trends shaping contact centers, along with three overall recommendations for positioning your organization for success.

Here's my take on the key trends shaping contact centers (summarized here in no particular order)—twenty in 2024:

  1. Omnichannel Integration: The best contact centers will continue to streamline customer experiences through channel integration, providing a more consistent customer journey.
  2. Proactive Customer Support: Data analytics will evolve to better predict customer issues, enabling proactive problem-solving before complaints arise.
  3. Voice of the Employee (VoE): Gathering agent feedback will become a cultural priority in more contact centers and will lead to improve work conditions and processes.
  4. AI-Supported Agents: Where AI is used effectively, AI-supported agents will become more proficient, boosting agent productivity and customer satisfaction.
  5. Personalized Recommendations: Customer data will drive more precise and relevant product or service recommendations.
  6. Customer Data Privacy: The protection of customer data will be a huge concern (as it must be), with organizations implementing robust processes, policies, and technologies to maintain trust, prevent brand damage, and adhere to evolving laws.
  7. Remote Work Flexibility: Many leaders who envisioned a day when agents would return to offices will come to peace with the remote and hybrid work models that have become so effective and widespread.
  8. Voice and Data Analytics: Analytics will continue to advance rapidly, providing deeper insights into customer sentiment, agent performance, and the contact center's effectiveness.
  9. AI Chatbots: AI chatbots (and self-service in general) will become more capable and prevalent and, where used wisely, further streamline customer interactions.
  10. Language Translation Tools: Real-time language translation tools will continue to break down language barriers, improving customer accessibility.
  11. Social Media Monitoring: Many contact centers—including some who threw in the towel trying to keep up—will actively engage and assist customers on social media platforms.
  12. Collaborative Tools: Collaborative tools will see ongoing enhancements, facilitating better teamwork among agents, both remote and on-site.
  13. Emotional Intelligence Training: More agents will receive enhanced training in emotional intelligence to build stronger customer connections.
  14. Compliance Automation: Increasingly robust automation tools will help with adherence to regulatory requirements, minimizing risks.
  15. Real-time Customer Feedback: Real-time feedback mechanisms will capture customer sentiments and drive immediate improvements.
  16. Shorter Customer Surveys: In many contact centers, surveys will become more concise, ensuring feedback collection remains efficient and valuable.
  17. Video Chat and Augmented Reality (AR): In some contact centers, video chat and augmented reality (AR) will become a routine part of complex issue resolution and personalized interactions.
  18. Hybrid Cloud Solutions: The ongoing pace of innovation in hybrid cloud systems will lead to a wide range of new solutions for contact centers.
  19. Better Customer Journey Mapping: Continuous refinement of the customer journey will be based on real-time feedback and data analysis.
  20. Remote Agent Training: Much-improved and ongoing training resources for remote agents will ensure they remain up-to-date with the latest tools and techniques.

Whew. There’s a lot to consider. How should you make sense of it all? What should your priorities be? Here are three overall recommendations that will help ensure you’re moving in the right direction.

First, build on a foundation of employee engagement. If you look inside any successful contact center, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step of the way. Keep that in mind as you map your priorities as a leader.

Second, use your customer access strategy to guide decisions. Just think about the interrelated decisions required to, say, roll out AI support for agents. What does that mean for the skills you need? How will the workload change? How will that impact resources and budget? Considering the 10 components of a customer access strategy together helps you see the bigger picture and make better decisions on investment and development priorities.


  • Customers
  • Contact types
  • Access alternatives
  • Hours of operation
  • Service level and response time objectives
  • Routing methodology
  • People/technology resources required
  • Information required
  • Analysis/improvement
  • Guidelines for deploying new services

Finally, keep your eyes on the prize—strategic value. By strategic, I mean cross-functional, impacting the broader organization. Every day, your contact center has visibility on the organization’s products, services and processes. When you capture and use that insight, you enable the entire organization to innovate.

This is an exciting and important time in the development of contact center services. Happy New Year!