Finally , the virtual contact center is more scalable than the traditional call center . When agents WFH or WFA , businesses can add or remove agents from a particular phone line as needed without worrying about the cost of renting a physical space or running the necessary equipment .
The traditional call center is quickly becoming a thing of the past . The viritual contact center is the future of customer support .
FOCUS ON MORE AUTOMATED CX
In the past , the contact center was all about efficiency . The goal was to get customers off the phone as quickly as possible while meeting service level agreements ( SLAs ).
But in 2023 , the focus will be on the CX . This shift will be driven by the rise of AI and the need for businesses to differentiate themselves in a competitive market .
As enterprises adopt AI , they can automate more tasks , freeing agents to provide a better CX . They will be able to spend more time on each call and provide a more personalized experience .
As AI becomes more advanced and call centers struggle to attract and retain agents , we also see an increase in customer self-service options . This means that more and more interactions will be handled without human interaction .
Businesses should also use AI to evaluate the user ' s emotional responses to determine when it would be better to ask the customer if they would like to switch to a live agent .
46 CONTACT CENTER PIPELINE
Further , when this switch is made , the virtual agent or chatbot must inform the customer that they are getting ready to be transferred to a live person . Also , the agent needs to be provided with transcripts to help the agent take over the correspondence and prevent customer frustration with having to repeat themselves .
It ' s essential to understand that the changes we ' re seeing are driven by the need to improve the CX . Businesses must provide a great experience rather than just being efficient and frustrating customers .
This shift will be driven by the need for businesses to differentiate themselves in a competitive market . In a world where customers have more options than ever , they will look for companies that provide the best experience . The businesses that can provide a great CX will be the ones that thrive in the future .
UPCOMING : VOICE BIOMETRICS
Call centers are under pressure to provide excellent customer service . They are also under pressure to protect their customers ' information .
Voice biometrics is an upcoming call center trend that can help them do both . This technology can help identify callers by their unique voiceprint , making it easier to weed out fraudulent or nuisance calls .
Further , it is convenient for callers since they don ' t have to remember a PIN , password , or unique identification number , which can be guessed or stolen .
DATA ANALYTICS BECOMING CRUCIAL
Data analytics is one of the essential aspects of operating a call center . By understanding how callers interact with your systems , you can identify areas where improvements can be made to increase caller satisfaction and operational efficiency .
The use of data analytics is not new to the call center industry as it is used to track and monitor KPIs , including call volume , average handle time , and first call resolution rate . However , it is becoming increasingly crucial as call centers strive to improve their performance , which is now evolving to include predictive analytics .
Predictive analytics is a type of data analytics that uses historical data to predict future outcomes . Predictive analytics can be used to predict caller behavior , such as the likelihood of a caller abandoning a call or the possibility of a caller requiring a callback . Additionally , predictive analytics can forecast call volume , average handle time , and first call resolution rate .
A NEW WORLD REQUIRES NEW SKILLS
Contact centers are evolving into a new , more virtualized world . In the coming year , the skill sets of the agents working there will need to be comfortable working with AI and automation tools and have an excellent CX mindset .
Agents who can provide a great CX and use AI and automation tools to help customers will be in high demand .
Just a reminder since agents will be handling more complex issues that have been forwarded to them by chatbots , virtual agents , and so on , to name a few .
Agents will need to be trained to understand the products and services offered by their company , use the tools available to them to research information , and at the same time , stay customer-oriented to provide an excellent CX . This means that agents must be trained and coached to provide a fantastic experience .
RISE OF THE GIG ECONOMY
In recent years , there ' s been a lot of talk about the rise of the gig economy . And it ' s no wonder – with the advent of the internet and the proliferation of smartphones , it ' s easier for people to find work outside the traditional 9-to-5 jobs .
According to a recent study by Intuit , 43 % of the workforce will be independent contractors by 2020 . And this trend is only going to continue to grow as companies look to tap into a wider pool of talent . This could mean more contact center agents are working remotely or freelance .
Several factors are driving this growth . For one , the gig economy provides companies with a more flexible workforce that can be scaled up or down as needed . Additionally , it allows businesses to tap into a global talent pool – becoming increasingly important in today ' s economy .