FROM the NEARSOL family to yours, NEARSOL wishes you and all those dear to you a Merry Christmas and a Prosperous 2023!
Speaking of ushering in the new year, what does the future have in store for the contact center industry? Last year’s predictions were based on the expectation that the world was entering a stage of stability after two years of repeated restrictions due to COVID-19. Unfortunately, this stability did not materialize as expected. The year 2022 presented unique challenges.
Because of this, global companies have had to adapt to a constantly changing environment and brace for unique challenges in 2023.
Here’s what 2023 may look like for global brands.
1. CUSTOMER BEHAVIOR WILL CONTINUE TO EVOLVE.
This shouldn’t be surprising. Customer expectations will always rise. Clients will continue to anticipate mind-blowing customer experiences. What will catch many companies off-guard, however, are customers’ demand for accountability and their preference for audio messaging. It wasn’t too long ago when people would turn to their smartphones for convenience and then switch to their laptops to do the serious stuff – purchasing a product or service, booking a flight or hotel etc. However, many companies have found gold in optimizing e-commerce capabilities for the 6-inch screen. Thus, customer service providers need to communicate efficiently via text, video, and pictures, and be able to blend multiple forms of communication into one thread without losing context. Their protocol must be arranged in such a way that their customers can get the help they need in a snap.
2. YOUR BUSINESS MUST DELIVER CLEAR INVESTMENT BENEFITS
This seems like such an obvious thing to think about. Of course, we all want a return on investments. The thing is, as many companies still face economic uncertainty (and a fickle market), executives have to practice airtight discipline when it comes to technology investments and overall expenditures. For 2023, businesses will need to squeeze every incremental peso or dollar out of contact center teams, technology investments, and marketing budgets. It may be tempting to scale back on customer and employee experiences, but this isn’t the way to go for 2023. While profitability is the goal, scaling back on cost centers guaranteed to keep your customers happy won’t be a good idea. Putting CX projects on the chopping block will be more destructive than helpful. Remember that both clients and employees are looking for an exceptional experience from their brands and workplaces. So it might be wise to spend more, (but) spend wisely, and keep a hawk’s eye on the money spent. Know your benchmarks and keep abreast of all the business impact coming from your team’s initiatives.
3. EVERY LEADING CUSTOMER EXPERIENCE WILL HAVE A STAND-OUT AGENT AT THE HEART OF IT
Everyone can make a good product and the battle isn’t always on price. So what will make you stand out? Your agent. Post-pandemic and post-labor shortage, an exceptional customer experience will now depend on how well you attract new talent, how well you train them, and how good your retention rates are. Employee satisfaction is at the forefront of every global company. Businesses are now realizing that without an empowered and happy employee, even the best laid-out marketing plan cannot produce a confident and satisfied customer. It’s a symbiotic relationship. When employees are given the tools and information they need to do their job well, they are happier and more efficient. Not every business function has the opportunity to build relationships and foster engagement. This is why contact centers or the ones who speak with customers on a daily basis will be an organization’s secret weapon for the years to come.
Gone are the days when working with a contact center was associated with low skills, low pay, and low morale. Attract the best and the brightest. Compensate well. Train potential. Look for passion more than educational background. Tomorrow’s brands know that a simplified and yet exceptional customer experience is the only way to get through the crowd and claim market share.
Set your business apart in 2023.
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
