BY JOHN FINCH, RINGCENTRAL

ILLUSTRATION PROVIDED BY ADOBE STOCK

Events like these don’ t just test businesses; they highlight the critical role of contact centers in helping people navigate uncertainty.

This past year alone has shown us how crises can shake industries, from waves of insurance claims after natural disasters to travel chaos caused by IT failures.

For contact centers, these moments are more than just operational challenges; they are opportunities to step up, build trust, and ensure continuity when customers need it most.

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As risks evolve and customer expectations rise, contact centers must adapt by embracing strategies and tools that prepare them to handle whatever comes next.

ADAPTING TO A CHANGING RISK LANDSCAPE

The risks facing contact centers are intensifying, with natural disasters becoming more frequent and severe amid shifting environmental conditions.

Meanwhile, the ongoing growth of eCommerce and online services has raised the bar for customer expectations. Today’ s consumers not only expect faster responses but the majority of them count on round-the-clock availability.

Case in point: recent Metrigy data in our report,“ Wait Times and Customer Service,” shows that 80 % of consumers consider 24 / 7 live agent availability vital for many companies: and customers now expect responses on social media in as little as five minutes.

In a crisis, meeting— or even exceeding— these expectations become even more critical. And for good reason: consumers are anxious and worried, with the not knowing driving their fears.

Hence the growing popularity – and need – for artificial intelligence( AI)-powered solutions. However, new data in another of our reports,“ The future of customer engagement: How AI is reshaping contact centers,” shows that only 51 % of contact center leaders have fully integrated AI into customer interactions.