Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.
This article will cover 10 of the most important and impactful call center trends you need to follow in 2023.
Key Points :
- Call centers are more and more digitally focused
- Data will become more valuable for businesses
- AI is becoming a must for contact center
- Omnichannel will continue to rise, but telephony is here to stay
- The hybrid contact center is the new norm
1. The digital customer experience is at the heart of call centers
Customers are increasingly dependent on the Internet and online platforms than ever before. Also, they anticipate that your call center will meet their expectation to boost customer relationship management.
During the first year of covid, contact centers that had previously resisted the change to digital interactions were forced to abandon ship.
The continuous cloud migration of contact centers distinguishes these years. This is because cloud-based technology is more secure, easier to use, and incredibly adaptable than on-premise servers. This technology is optimal for remote or hybrid contact centers with home-based agents. The cloud can also enable omnichannel strategies, enabling businesses to communicate with people via their preferred channels.
Here are the developments and services you may choose to invest in this year to manage your client connections effectively:
- Voice reminders: Instead of keeping callers on hold, offer a callback option. This reduces call volume spikes and substantially increases customer satisfaction!
- Visual Interactive Voice Response is a simple yet effective website add-on that enables clients to arrange a callback from a contact center employee at a time of their choice.
- Chatbots: While they cannot replace genuine human interactions, chatbots may automate monotonous duties for your contact center personnel, enabling them to focus on providing an outstanding customer experience.
2. Improved Data Analytics
Data Analytics is increasingly influencing business decisions, which is expected to continue in 2023. In general, traditional hardware is less efficient than cloud-based alternatives. The data generated from these devices may be beneficial for finding opportunities to enhance the consumer experience.
Omnichannel call centers have increased the viability and use of advanced call center analytics. When you adopt an omnichannel strategy, you have a complete perspective of all consumer interactions and data, allowing you to collect reliable statistics.
Dashboards containing essential call center information are becoming increasingly prevalent in the call center environment. Also driving this trend is real-time analytics.
For example, agents should have real-time access to their average handling time and target performance. If the agent can see which goals they are fulfilling and which require improvement, they may adjust their strategy in real time.
We asked how Kevin Daly, Founder of ValueAd and Creator of Bestpair, intended to utilize the incoming data to optimize the interaction with call center agent debt collectors. Before they ever pick up the phone, Kevin’s tech data service solution provides an individual with the highest chance of success. And this is essential in conjunction with training and onboarding. Find out more by accessing the full episode on Leveraging data to refine the business and conversations.
3. The increased use of AI Robotic process automation (RPA)
In 2023, call centers will use AI algorithms to analyze customer emotions and understand ambiguous statements. This strategy allows the call center to deliver superior customer service, reduce service wait times, and streamline the client experience.
RPA is a form of artificial intelligence. It is built on virtual agents, capable of doing human-like tasks independently and up to 10 times quicker than humans.
These bots will collect all the necessary data and display it in real-time on the screens of your employees, preventing them from having to switch between interfaces. If technicians have already been engaged, your agents immediately know which items the caller is using, when they were installed, and if they have been serviced. In addition, he may check very rapidly to see if an issue is known to provide answers from the knowledge base, if necessary.
Call centers automate repetitive everyday tasks with robotic process automation (RPA). For example, when a call center agent is on-call, RPA bots may reply to common client inquiries, get relevant customer data, and route customer complaints to the proper agent, among other tasks.
According to Statista, the global Robotic process automation (RPA) market will grow from $0.8 billion in 2017 to $10.4 billion in 2023.
4. Conversational AI
Conversational AI operates on two principles. First, there is machine learning. Simply speaking, machine learning refers to technology that “learns” and improves the more it is utilized.
It gathers data through its own interactions. It then uses this data to better itself over time. The outcome is a system that will yield better results six months after adding it to your website and even better a year later.
The second principle is known as NLP – natural language processing. This is the mechanism artificial intelligence uses to comprehend language. Once the system has learned to detect words and phrases, it may move on to generating natural language. This is how it communicates with your clients. Conversational AI can significantly enhance your social media presence. It might boost your team’s efficiency and expedite the delivery of assistance to more consumers.
According to Alliedmarketresearch, by 2030, the global conversational AI market is projected to reach $32.62 billion. It has been growing at a CAGR of 20% since 2021!
The rise in popularity of chatbots over the past several years indicates that they will soon be a requirement for all call centers and a customer expectation. This trend has become one of the most important in the last five years.
Customers want to utilize chatbots to explore self-service options without assistance from a customer support representative, accelerating customer service.
In addition, a well-designed chatbot may be pretty successful in collecting information before contact is made. Streamlining this procedure improves the client experience by making it easier to obtain answers to queries while collecting key data.
Similarly, internal advantages might be achieved. Frequently, chatbots can answer basic queries as real people would.
6. In 2023, hybrid contact centers will be the norm
Hybrid work refers to returning to the office after spending at least one day a week working remotely. Even before the epidemic, the great majority of call center agents would prefer a hybrid or work-from-home approach.
While skeptical at first, numerous businesses have recognized the advantages of flexible work arrangements and grasped the chance granted by the epidemic to undertake this radical but essential shift.
This hybrid work arrangement increases the engagement of contact center personnel, enhances customer satisfaction, and will continue to do so in 2023.
The emergence of the hybrid model has led many to believe that remote/hybrid work will become the new industry standard, while there is still a strong desire among contact center agents to work in an office setting.
Businesses have failed to adjust their practices to the reality of remote work, despite the fact that the productivity levels went up, according to Colin Taylor CEO & CCO at The Taylor Reach Group. There is a need for a better infrastructure to support remote agents. Find out more from our episode on How to bring order to remote work chaos?
7. Omnichannel will continue to rise
Call Centers are expected to respond to consumers across a multitude of platforms nowadays. That is beyond question. The issue, though, is that clients dislike repetition when they move the discussion from one platform to another. For example, when switching from webchat to phone support.
As consumers get more accustomed to connecting across various channels, omnichannel becomes increasingly vital to the success of your contact center.
For example, some clients prefer to receive advice by telephone. Some individuals prefer email, text messaging, or live chat. If you want to provide the most incredible possible customer service, you must be prepared to meet your audience where they are. That’s where the role of a cloud contact center solution comes in.
NobelBiz defines the true omnichannel
By leveraging true omnichannel interactions, clients can switch between phone calls, e-mails, SMS, social media, etc., without losing data, answering customer questions, or searching for the history of interactions. In other words, your customer can seamlessly switch from one communication method to another.
NobelBiz OMNI+ is a complete cloud contact center software CCaaS equipped with a complex toolbox of features, functions, and integrations carefully designed to manage the operations of every type of contact center.
You are looking at a truly customizable powerhouse of productivity and probably the only piece of software you will ever need to run virtually any type of contact center activity.
Omni-channel platforms are a must-have approach for contact centers preparing for the future of digital communications via a single, universal platform that fits diverse call center requirements, such as skill-based routing or customer care. In addition to increasing productivity, agents can also deliver a more personalized service.
8. Recognizing customer service as a profit center
If you don’t believe that customer service is a profit center for your company, maybe it’s time to reconsider. Customer service is one of the best sources of word-of-mouth promotion for any business. To be successful, your contact center needs to be customer-focused.
As soon as you can deliver a good product or service, you have a customer base with real potential. You only need to ensure they are happy with their experience and keep buying from you.
Your contact center must always strive to be faster, more flexible, and more accurate in serving customers to build on those word-of-mouth relationships you already have.
9. A New Focus on Call Center Agent Well-Being
In a modern contact center, you’ll find genuine opportunities to create a happy and productive call center workforce. That will directly affect your customers’ satisfaction levels and your company’s morale and efficiency.
Interactions between agents and their customers should have a lot of opportunities for dialogue and open communication. This will also include basic human needs such as making sure agents have a safe environment, timely information on the latest products and services, and enabling them to have time to rest and recharge.
To promote healthier lifestyles for your employees, allow them to use flexible work schedules and free time. This will enable them to stay focused and energized and maximize their output.
There’s no question that the future of customer service is about embracing change, embracing new technologies, and embracing life, for it’s better when we’re all happy and healthy.
10. Call center automation with self-service tools
You need automation to reduce the cost and increase your call center’s efficiency. Call center automation doesn’t mean just cutting off humans from the calls. It means giving them more power so they can provide even better service.
When a client needs your agent’s help, call center automation technologies supplement and support frontline staff in doing their duties more quickly, correctly, and efficiently. Call center automation allows for resolving customer and agents problems in a variety of ways, including:
- Quickly identifying relevant FAQs for convenient reference.
- A unified desktop that eliminates the need to move between multiple software dashboards.
- Task automation for agents (both on-call and after-call work).
- Providing a more thorough perspective of client information and fully complete historical interactions.
Conclusion: Why are trends important for your business?
In 2023 and beyond, contact centers must recognize that their services’ evolution must be continued to support all strategic decisions and maintain a competitive, customer-centric offering.
Trends in the call center sector will help you find new working methods, keep an eye on things, and adhere to the latest customer relationship management regulations. Indeed, contact centers’ customer experience, technological innovation, and general resilience have been challenged like never before in recent years.