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The changes in the world have not stopped during these two years of pandemic, so the needs of many companies and their collaborators regarding technology have changed.
According to a study carried out by Avaya, it was revealed that 56 percent of Mexicans prefer to contact the customer service area of large organizations through web chat.
AI is helping to shield customer communications and prevent crimes like identity theft.
Executing each of the trends that many industries will develop this 2022 can be the difference between many companies to stand out in their segments and those that only survive or even fall by the wayside this new year. A clear example is technology, which is an area that never rests, so this year brings a variety of trends that many companies must follow to continue growing.
The changes in the world have not stopped during these two years of the pandemic, so the needs of many companies and their collaborators regarding technology have changed compared to previous trends.
In this sense, the impact of technology on human development continues to advance, so it is normal to see people increasingly engaged in social networks, digital platforms or smart devices. According to the Mexican Internet Association, 82 percent of users connected to the Internet are active in some social network, this being the main activity on the Internet above mailing and searching for information. In addition, according to the latest research on Internet habits, it was recorded that Mexicans spend an average of eight hours a day connected, that is, a working day, with lunch and the end of the day being the hours of greatest traffic.
That is why, guided by the recommendations of various specialists, we present the technological trends that companies must follow in 2022:
Contact Centers or various communication channels
Communication between the brand and its consumers continues to be very important for both. That is why this year the trends point to the various communication channels that are established between the two have to include technology.
According to a study conducted by To go revealed that 56 percent of Mexicans prefer to contact the customer service area of large organizations through web chat. But that same study revealed that 62 percent believe that phone support has increased in importance in recent months.
For this reason, companies must currently work on different communication channels, such as those of Contact Centers. As well as the use of services such as call routing that will allow the company to get closer to its customers in a more personalized way.
Use of artificial intelligence
Artificial intelligence is not completely new, that is why this technological trend is very strong in many companies this year. AI is helping to shield customer communications and prevent crimes like identity theft thanks to voice biometrics and typing pattern analysis.
As well as the use of this allows to build more effective and safe customer experiences, while promoting the humanization and assertiveness of service agents and encourages them to develop their soft skills.
Platforms to manage hybrid teams
The Covid-19 pandemic is one of the main reasons for the changes that are occurring in the world, such as the redefinition of labor paradigms.
Due to the confinement measures to prevent the spread of coronavirus, employees around the world have learned to work in a hybrid way. According to data revealed by an Avaya study, 71% of workers say that the best alternative for them is to establish hybrid work dynamics, so companies must start to implement tools that make them feel more connected with their customers and work teams so they are remotely.
Experts assure that many companies will have to define a work hub for each of their collaborators, so the use of platforms to manage hybrid teams will continue to be essential to consolidate synergies in remote teams. These spaces must have flexible and modular designs with API’s that allow customizing their services and functions according to the needs and workflows of each organization.
Technology at the service of sustainability
Another of this year’s trends is the need for a more sustainable world that has also reached technology, so that countries and organizations will require significant computing capacity to index, collect, store and process information related to their biodiversity and the monitoring of the impact of its productive activities.
Experts indicate that the role of technology will be essential to guide their path towards carbon-neutrality, and also to fight against phenomena such as deforestation, the conservation of ecosystems and biodiversity.
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