Contact Center Pipeline January 2023 January 2023 - Page 6

FEATURE

MOVING FORWARD : WHAT WILL 2023 BRING FOR CONTACT CENTERS ? CONTACT CENTER PIPELINE ’ S ADVISORY BOARD SHARES TIMELY INSIGHTS TO TAKE INTO THE NEW YEAR .

BY BRENDAN READ , CONTACT CENTER PIPELINE
ILLUSTRATION PROVIDED BY ALEXDNDZ ADOBE STOCK

The New Year ’ s message has as its core , promises of better things ahead . And yes , that did happen to some extent in 2022 . The worst of the COVID-19 pandemic appears hopefully behind us . The economy — and spending and consequent demand for service for items and services that need contact centers for — has bounced back . And customers have made it known loud and clear that they expect an excellent customer experience ( CX ).

Consumers ’ acceptance of eCommerce and employees ’ ( including agents ’) preference for work-from-home ( WFH ) firmed up in 2022 , creating the “ hybrid economy ” of both in-person and remote modes .
The positives and promises have , however , been constrained by the negatives of inflation , conflict , and a worsening ecological and political climate .
The ghastly Russian invasion of Ukraine has helped drive up prices while reintroducing , through sabre-rattling , the Cold War specter of nuclear annihilation .
Meanwhile unhampered climate change continues to wreak havoc on lives , communities , and supporting infrastructure through wildfires and wild weather . Unfortunately , domestic political instability threatens policy and action paralysis to these and other crises and critical issues , like crime .
One cannot turn back the clock to 2019 . Employers that tried to force employees back into offices quickly found that out , adding more gas to the Great Resignation that is accelerating as Baby Boomers retire , individuals seek out better jobs , and employers , and as population growth slows .
CONSUMERS ’ ACCEPTANCE OF ECOMMERCE AND EMPLOYEES ’ ( INCLUDING AGENTS ’) PREFERENCE FOR WORK-FROM-HOME ... CREATING THE “ HYBRID ECONOMY ”...
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