What's attractive about Contact Center trends in 2023?

Rapid and continuous advances in technology are having a dramatic impact on your customer care systems. Customers want to respond faster, more accurately, more streamlined, anywhere… this creates new changing trends of Contact Center
So what are the trends in Contact Center in 2023?

1. Move the system to the cloud

In the face of the strong growth of technology, along with the global impact of the Covid-19 epidemic. The 100% working model at Enterprise is no longer the optimal solution. Many businesses are gradually shifting to remote or hybrid working models (alternating work from home and at work).

That's also why over the past year or so there's been a rapid transition to Cloud solutions that are designed to provide up-to-date and maintenance-restricted alternatives.

Watch now: 8 reasons why businesses should move their switchboards to the Cloud

However, building and converting the Cloud yourself is also something to consider. Therefore, leasing solution is the first choice that many businesses are aiming for.

To be able to build a suitable Contact Center system, you should take a look at 5 Notes when choosing a virtual PBX system provider to choose the right provider for you.

2. Omnichannel development

A big trend that businesses are also looking for and applying for themselves is Omnichannel, or in full, Omnichannel Contact Center.

According to a study of consumer interactions, 78% of people use more than one channel to complete a transaction. This is also reflected in the Contact Center's customer service department, where 95% of call center agents use both voice and other communication channels during their working hours.

The development of multiple channels of interaction requires consultants to be present on all channels and especially to be seamless with the interaction that the customer has left before. Therefore, Omnichannel Contact Center is an effective tool, both helping customer service staff to ensure all interactions and optimizing operations.

If you want to learn more about Omnichannel, check out the article: What is Omnichannel? Why is this the future in customer interaction?

3. Workflow Automation

As the reason for accelerating Cloudization, to meet the work is always running smoothly anytime, anywhere. Businesses are becoming increasingly interested in workflow automation. This not only saves time processing backlog requests, but also creates more standardized rules, helping all employees to proactively grasp the workflow, processing progress, completion time, etc.

4. Artificial Intelligence (AI)

Artificial Intelligence is one of the hottest and most interesting trends in 2023. After the Contact Center is migrated to the Cloud, businesses will need to better analyze their customers – and ideally for that This is the application of artificial intelligence for higher accuracy, more proactive in the results.

In addition, the application of AI in Contact Center aims to improve customer experience and increase efficiency, by including the use of self-service channel selection options, freeing up human agents to deal with more complex problems.

5. Self-services system

Self-services are a great opportunity to meet customer needs alleviating the dense and potentially repetitive interactions supported by customer service agents. In addition, an optimized Self-services system will help customers solve their problems but still ensure satisfaction.

Therefore, Enterprises not only want to invest in a Self-services system, but also want it to be closer to the natural interaction like a real supporter, not through simple commands.

See the article now: Complete Digital Self-service and 5 “tips” to make it even better

Above are 5 outstanding trends of Contact Center in 2023. What technologies has your business applied already?

If you need more advice about a simple virtual PBX solution to a complex Contact Center system. Please contact us immediately for the fastest support

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