Contact Center Pipeline January 2023 January 2023 - Page 44

... WE MUST TAKE CARE WITH THE IMPLEMENTATION OF THESE SHINY TOOLS .

STRATEGY

ILLUSTRATION PROVIDED BY ALEXDNDZ ADOBE STOCK

EDGING TO THE BRINK OF CHANGE WHAT WILL 2023 BRING TO THE INDUSTRY ?

BY MARK PEREIRA , BRILJENT

The year is 2023 , and the contact center industry is on the brink of change . With new technologies and approaches being developed daily , it ' s hard to predict what the next year will bring .

However , there are a few things that we can be sure of .
AI , CHATBOTS , AND AUTOMATION
Artificial intelligence ( AI ), chatbots , and automation are three of the most talked-about topics in the contact center industry . And for a good reason . These technologies can transform contact centers ' operations , making them more efficient and effective .
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44 CONTACT CENTER PIPELINE
I feel they will continue making inroads in the contact center in 2023 , where we will see more AI-powered chatbots , virtual assistants , and automated processes and features .
• AI can help contact centers automate various processes , such as customer support , sales , and marketing .
• Chatbots can provide customers with 24 / 7 support , addressing their concerns and queries in real-time .
• With the help of automation , contact centers can improve their overall efficiency and productivity .
However , we must take care with the implementation of these shiny tools . Companies will need to rely on call center agents to handle some of the more challenging situations posed by customers .
... WE MUST TAKE CARE WITH THE IMPLEMENTATION OF THESE SHINY TOOLS .
CLOUD-BASED CONTACT CENTERS
The trend towards cloud-based contact centers is only going to continue in 2023 . More businesses are making the switch to the cloud due to the many benefits it offers .
• With a cloud-based contact center , businesses can quickly scale up or down as needed without significantly investing in on-premise infrastructure .