Contact Center Trends That You Must Know

By Author: Josh
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The year 2023 is moving fast. Matching pace with the latest trends in your industry can help in increasing success metrics. In this article, I will share the top trends related to the contact center industry that can help contact centers to perform better. Based on the customer habits, call center upgradation, call center solutions, technology shifts, etc., these major contact center trends are shared by the experts.

Major contact center trends 2023

1. Automation and self-serving are in high demand

- In this busy world, nobody likes to stay in the call queues for long. This is the reason more and more customers seek self-serving options in the call centers.
- The contact center solution has been taking advantage of call center automation technology that helps in increasing self-serving options.
- Along with self-serving options, the advanced features and modules available in the call center solutions also help in increasing automation in the call center or contact center. For example, auto dialers such as progressive and predictive dialers automate and speed up outbound campaigns.
2. Empathy ...
... is a must

- Despite the fact that bots that are developed using artificial intelligence can replace agents, agents are still operational and will be.
- In fact, AI helps agents to perform better with TTS, emotion analysis, and other interesting features.
- By using the technology or experience, agents need to make sure they are empathetic with customers.
- Their voice pitch, selection of empathetic words, etc. need to reflect empathy for the customer and the concerns the customer is facing.
3. Omnichannel contact center solution has become the demand of time

- Consumers are widespread on different communication channels. They may use Facebook or Twitter to raise an issue or they may look for a way to have a WhatsApp message and some would go for the traditional way of communication.
- To make sure the contact center has all communication channels within a single platform and customer communication history can be found easily via all communication channels, using an omnichannel contact center solution has become one of the trends.
4. AI tools and contact centers

- As mentioned earlier, artificial intelligence is paving its way into fthe contact center industry.
- Right now, AI engines are available to improve agent performance and customer experience altogether.
- Many contact centers have already adopted some of the AI engines and started gaining competitive advantages.
- The AI tools get integrated into the contact center solution, so it can work in harmony.
5. Call centers are shifting to cloud

- The pandemic that the world has been facing since 2019 has been defining many trends and changes in habits.
- The increasing use and demand of a cloud call center solution are one of them.
- Of course, the cloud hosting platforms have been maturing and advancing. They also offer many benefits such as instant scalability, secure remote access, cost effective hosting, etc.
- Along with the major advantages of cloud call center software, the pandemic has also pushed people to move to cloud hosting for their on-premises software.
- This has become another major contact center trend in 2023.

For more information visit https://www.acinfosoft.com/call-center-solutions/