January 18, 2024

Check out the main trends in the technology market for 2024

Are you ready to discover what the future reserves for us? The market tendencies for 2024 promise important changes and advancements that will positively impact the whole sector: the companies and even the collaborators and customers.

Questions like greater qualification, home office growth, and mental health will increasingly be in focus in 2024. And understanding better these and other tendencies is fundamental for you to be prepared and not be on the wrong way for what is coming in the near future.

Therefore, continue reading and check out what are the main market tendencies that can impact your company!

Get to know the market tendencies for 2024

High-Demand Professions

As we advance in 2024, we see that the call-center sector is increasingly searching for technologically skilled professionals, such as Data Analysts and Customer Experience specialists, which can use Big Data and Artificial Intelligence tools to optimize interactions and improve customer support.

Home office X Face-to-Face X Hybrid

Call centers have experienced different models of work. The home office won strength and is a tendency that remains strong, offering flexibility to employees.

On the other hand, face-to-face work is still relevant for the construction of a solid organizational culture. The hybrid model arises like a balanced alternative allowing collaborators to enjoy the benefits of both formats.

Integration of technologies

A market tendency for 2024 is the increasing integration of emergent technologies such as Artificial Intelligence, Increased Reality and Blockchains in many sectors. With the maturing of these technologies, companies are exploring innovative ways to apply them to improve operational efficiency, personalize customer experiences, and promote digital transformation

Still greater development of hard and soft skills

Companies are increasingly valuing professionals that not only dominate technical skills (hard skills) necessary for the operation of complex systems, but who also possess interpersonal skills (soft skills), like empathy and effective communication, which are essential for quality customer attention.

Increase of women in the home office

Outra tendência é um aumento significativo da presença feminina no regime de home office. Isso se deve à flexibilidade que permite conciliar melhor a vida profissional com as responsabilidades pessoais e familiares, incentivando a inclusão e o empoderamento feminino no mercado de trabalho.

New work positions

The call-center sector is in expansion and new work positions are constantly arising, especially for those that have skills with the technological tendencies and are adaptable to the new communication tools, and the management of relationship with customers.

Mental health in focus

Another issue of big importance is that the mental health of workers increasingly becomes a priority for the companies.

Thus, support programs and decompression spaces are increasingly common and guarantee the well-being of the collaborators and consistently improve the quality of the service provided.

A More digital and humanized HR

With digital transformation, the tendency for HR in the call centers is to become more strategic, using data for making decisions and to personalize the development of each collaborator, without losing the focus on human aspect and employee experience.

Search for better qualified professionals 

There is a continuous effort of call centers to capacitate their collaborators, following the demand of the market for better qualified professionals.

Thus, investments in training and development are fundamental to keep the competitiveness and the excellence of customer attention. This is a strong tendency for this year.

The impact of generation Z

Finally, generation Z is coming to the work market and they bring new expectations and ways to work. Like in other sectors, call centers have to adapt to attract and retain these young talents, offering, for example, state-of-the-art technology, flexibility, and a work environment in line with their values and lifestyles.

But this is only the beginning! As we advance in 2024, we must be prepared for other novelties, including the increasingly frequent use of Artificial Intelligence (AI).

Therefore, do not remain out of the market novelties! Keep yourself informed and be prompt to take advantage of all the opportunities that arise to improve customer experience and the results of your company.

Take advantage and check out some of the solutions Felitron has prepared to have your call center prepared  for   2024   with   the   best   equipment.

Come know our Line of Professional Headsets and  pick up the models that take care of your demands!