-- LAURA SIKORSKI
FEATURE
LAURA SIKORSKI
THE 2026 TRENDS ARE STILL THE SAME AS THE 2025 TRENDS!
• Technology: AI, chatbots, intelligent virtual assistants( IVAs), voice authentication, real-time language translation, speech recognition, predictive analytics, QA software, cloud-based systems, omnichannel, data privacy, Internet of Things( IoT).
• Operations: Remote workers, wellness programs, sustainability, social responsibility, processes, WFM, training programs, customer loyalty, customer service, CX, reports.
MY ADVICE IN JANUARY 2025:
• Get“ Back to Basics” on how your center operates and identify what your customers want and how to make sure your employees have everything they require.
• Develop a three-to-five-year strategic implementation plan for technology upgrades and process enhancements that will be effective.
• Watch your pocketbooks. Some of the modern technologies are expensive and may not be worth the investment if your customers find them more cumbersome to use.
• Implement changes SLOWLY and start with a small customer demographic. Let customers know you want their opinions and feedback on the innovative technologies and processes that you will be testing.
MY ADVICE IN SEPTEMBER 2025 ABOUT THE CHALLENGES:
• Contact centers are indeed facing a wide variety of challenges. Always remember to begin your solution to a problem with“ Getting Back to Basics.”
• Budget pressures, evolving customer expectations, staff shortages, and turnover will always be at the forefront of your center.
WHAT TRENDS DO I FORESEE FOR 2026 WHEN NOT MUCH HAS CHANGED?
First, I am hoping that you have developed methodologies with your management teams on how to make life easier for your staff and customers.
• Are you thinking like a customer and an employee?
• Have you done an internal audit on your center’ s operation and developed plans to improve your weaknesses?
" EMPLOYEE SATISFAC- TION IS PARAMOUNT; THE HAPPIER THEY ARE, THE BETTER THEY TREAT YOUR CUSTOMERS."
-- LAURA SIKORSKI
Second, what enhancements have you made to your website? Every interaction is an event that impacts how your company is perceived by your customers.
Finally, remember that your employees are your company’ s best resource and greatest asset. Employee satisfaction is paramount; the happier they are, the better they treat your customers.
AI technology is still being discussed and not many small( 75-agent seat) or medium( 250-agent seat) centers are embracing this technology due to cost.
My advice is to use your current contact center-as-a-service( CCaaS) IVA technology or invest in generative AI to assist with agent coaching. Pop-ups to an agent on a live call with suggestions on what to say to a customer are gaining momentum.
Also, be careful with your chat setup. Lately I have witnessed less“ live” chat agents helping customers and more confusing chatbot interactions. Chat used to be my contact route and now I rarely use it.
My best wishes for a fantastic 2026!
10 CONTACT CENTER PIPELINE
Brendan Read is Editor of Contact Center Pipeline. He has been covering and working in customer service and sales and for contact center companies for most of his career. Brendan has edited and written for leading industry publications and has been an industry analyst. He also has authored and co-authored books on contact center design, customer support, and working from home. Brendan can be reached at brendan @ contactcenterpipeline. com.