CX (Customer Experience) is the biggest buzzword for 2023. They are said to be the keys to success – which is why global leaders are zeroing in on the best way to use talent, technology, and AI (Artificial Intelligence) to improve competitiveness.
If your business has engaged the services of a contact center, you want your partner to be ready for 2023 and beyond. We’ve analyzed contact center trends and this is what ready contact centers should possess.
1. An Omnichannel option – The pandemic caused a drastic digital transformation. With this, people began to turn to more digital channels to connect with companies for service or product support. In addition, their expectations are higher. Customers expect to get in touch with you through the channels they want, whenever they want – phone, live chat, chatbot etc. Companies that confine themselves to one communication channel or fewer than-expected touchpoints are setting themselves up for failure. Find a contact center that offers omnichannel solutions. Their offer must allow agents to access information from every interaction across every touchpoint in one platform.
2. A Cloud Contact Center – A cloud-based solution enables contact centers to hire agents across different time zones. This allows a company to provide you with 24/7 customer support, while at the same time, permitting businesses to cut the number of in-house agents, thus saving costs. Does your contact center hub in different countries? Are they able to hire the best talents regardless of their location?
3. An Enhanced IVR – IVR or Interactive Voice Response is still the fundamental channel for most contact centers. It is considered the first-generation call center automation trend still in use today. With AI, the use of IVR has been enhanced. The combination of both AI and IVR has resulted in hybrids such as conversation IVR. It was AI that introduced speech recognition to IVR – resulting in quick and easy call routing to agents that can answer specific issues. (Note: While customer service is available across multiple platforms, the phone remains supreme and is still the most preferred way to manage high-priority issues.)
4. Advanced Self-Service Options – The lockdowns during the pandemic gave rise to a higher demand for virtual and contact center assistance. But with this, customers also wanted independence in solving their issues and finding answers as quickly as possible. In addition to answering frequently asked questions, self-service tools help agents since consumers view call interactions as a last resort. This reduces call queues and waiting time while reserving agents for more complex issues. The demand for customers’ self-service options is seen to rise. Companies should thus, focus on the availability of improved online self-service tools that link FAQs, troubleshooting pages, articles, and video tutorials.
NEARSOL can help you.
Our team and technology let businesses implement multichannel support – allowing you, the business owners to provide a consistent customer experience and an improved brand image.
Talk to us.
NEARSOL is a US-based BPO and service company that offers clients custom-design solutions. With major hubs in Manila and Iloilo, it began operations in 2006 and has since gained a strong presence in the Latin American regions, the Caribbean, and the Asia Pacific, winning many awards for quality and service along the way. Most recent of which is its Great Place to Work-Certified™ Recognition, a global accreditation that tells stakeholders what employees think of the company culture.
Visit our LinkedIn to learn more about our company and our global footprint./PN
