In the last few years, the contact center sector has experienced more disruption than in decades. It has prompted companies to revamp their call center manuals and embrace fresh company strategies that would guarantee their existence in the world-shifting technological transitions. .
Post pandemic, a lot of the new behaviours and social norms that had been formed by the pandemic were still in place. This includes a need for advanced tech tools that facilitate an increasingly individualised digital presence, the requirement of workplace flexibility, and the opportunity to work from home. Call center employees see their status improving against the setting of a global labour shortage and growing emphasis on customer service.
Bigger, faster data also continues to alter how we work and interact with one another; its effects are also noticed in contact center. Numerous technologies are already used by the contemporary contact center features to control customer engagement, monitor productivity, and other things. Such advancements double down the cloud contact center capabilities which solved the concerning problems like end-to-end customer journey transparency and disjointed communication.
Contact centers will place a greater emphasis in the upcoming years on technological solutions that integrate across different business processes and include AI. Building and retaining client loyalty is said to be difficult in 2023. This offers the contact center a fantastic chance to create value, which means if you deliver excellent customer service, you will pave the way for enduring loyalty and long-term value. But if you get it wrong, customers might leave.
Interestingly, call center agent’s well-being will receive new attention in 2023 contact center trends. The following are some advancements we anticipate agents will experience in 2023 contact center future trends:
- Higher sales incentives and pay
- Upgraded equipment and technologies
- Flexible working conditions
- Possibilities for ongoing training and progress
- Employee well-being is acknowledged as a KPI
Now let’s dive into the contact center trends in 2023 to help you plan better.
Top 7 contact centre trends in 2023
2020 saw a huge change in the worldwide workforce as companies introduced work-from-home policies to deal with the pandemic. For many employees, this required a significant adjustment yet offered significantly more flexibility than conventional contact centers.
As fewer employees return to work in traditional contact center workplaces over the next few years, we predict a steady increase in hybrid work settings in contact centers.
Some of the top 7 contact center trends in 2023 include:
1. Shifting to the cloud
A major difficulty in 2020 was how to accommodate distant workers, and cloud services provided the perfect solution. The popularity of cloud-based technology has exploded over the last two years, and this trend is undoubtedly here to stay.
Since cloud-based software is reachable from anywhere, it is a great choice for remote workers, but it can also provide higher levels of protection and more powerful features. The migration of systems to the cloud by contact centers is probably going to continue in contact center future trends.
2. Incorporating speech interfaces
We are all accustomed to using Alexa or Siri. These conversational AI technologies are also available alongside conventional text-based chatbots; thus, speech interfaces aren’t just for personalized virtual assistants.
With the integration of voice recognition, businesses have the chance to provide seamless communication in the text or speech that each client prefers. Additionally, incorporating the WhatsApp Business API can further enhance this communication, allowing businesses to engage with their customers through WhatsApp’s popular messaging platform, making interactions even more convenient and accessible.
3. Implementation of Prescriptive AI
Artificial intelligence (AI) has already been used by sophisticated enterprises to streamline a number of commercial processes. Prescriptive AI, the following generation of this technology, offers a wide range of new features, from improved case routing and scheduling to more effective inquiry response.
Business interactions with customers, from discovery and onboarding to post-purchase assistance, will be transformed by prescriptive AI’s ability to anticipate users’ demands in new and interesting ways.
4. Ramp up with IVR and Self-Service
Customers are observing how self-service solutions like Interactive Voice Response (IVR) are changing due to the rapid development in raw computing capacity, becoming smarter and more potent.
However, it’s a fact that IVR is not brand-new. IVR solutions was among the initial call center automation trends, but the technology is still useful today. In fact, 40% of businesses claim to have significantly grown their IVR usage during the past three years.
What has changed lately? Well, IVR service and chatbots can manage much more complex interactions and transactions owing to AI-powered improved voice recognition and natural language processing (NLP). Many businesses already provide some basic self-service solutions to cut down on the need for contact centers. However, customer tastes have unmistakably evolved in favour of self-service, making it insufficient for a chatbot to just send links to a website FAQ.
Self-service will provide a wide range of alternatives in the upcoming years of contact center future trends:
- Chatbots that engage with visitors and direct them to the content they need or to a particular agent
- Utilising knowledge management to create customised content sources
- Societies that offer content produced by their members.
5. Demand for Analytics
Contact centers required analytics in 2020 that could assess the efficiency of an unanticipated remote workforce. Even after contact centers return to office-based labour, these measures will still be significant.
However, in order to create a better user experience, contact centers also require more thorough analytics that provide deeper insight into the user journey. To supply these insights, conversational AI technologies and chatbots/whatsapp chatbots will be essential. To give a complete picture of customer communications, they will link with CRMs, ERPs, and other software programs.
6. Focus on Interdepartmental Integration
A contact center frequently acts as the company’s first connection, acting as a go-between for clients and the business. Although contact centers play a crucial function, they are frequently inadequately integrated with the rest of the business.
The outcome? While working with consumers, customer service representatives have little insight, and the rest of the company doesn’t gain much information from what goes on in the call center. However, managers of cloud call center have indicated that they will work to close this gap in 2021 and beyond. It’s generally a low-priority, high-challenge subject, but this year it’s gaining traction.
7. New Advancements in Personalized Communication
The integration of WhatsApp for Business within cloud contact centers has revolutionized business communication. This service enables companies to engage with customers on their preferred messaging platform, offering convenience and accessibility.
With WhatsApp’s widespread popularity, it has become a pivotal channel for real-time interactions, from customer inquiries to support. The result is enhanced customer satisfaction, improved response times, and streamlined communication processes. WhatsApp for business integration has redefined how businesses connect with their audience, fostering stronger relationships and setting new standards for efficient and effective customer service in the digital age.
8. A Rise in the Use of Digital Solutions
Additionally, the need for digital solutions will grow as more human contact center agents choose to work remotely. It will become tougher to maintain business consistency if, for instance, a digital employee is unable to report for duty because of a system malfunction. The development of technology to control AI-based products like digital assistants will therefore increase.
As AI-based solutions and the digital workforce assist workers by doing monotonous, rule-based manual work, individual employees will also put more emphasis on managing these systems. This will free up human contact center agents to prioritize more on challenging tasks.
Gear up! It’s time to consider how these contact center future trends in the call center software industry can help you grow. Stay updated, stay trendy!