Contact Center Pipeline January 2023 January 2023 - Page 8

WE WILL LIKELY SEE ONE OR POSSIBLY MORE FAMILIAR [ VENDOR ] NAMES TAKEN OFF THE TABLE ...
Outsiders like Zoom , Amazon , and Twilio bring new options to the market , and it remains to be seen what path Microsoft will take in this space . With economic weakness expected for 2023 , more consolidation lies ahead , especially if those performance trends stay negative .
We will likely see one or possibly more familiar names taken off the table , either through acquisition , breakup , or Chapter 11 . While the upside for CCaaS adoption remains promising , 2023 should provide a clearer picture of who the long-term winners will be .
ELAINE AVERY FIRST VICE PRESIDENT , HEAD OF CUSTOMER CARE CENTER ATLANTIC UNION BANK
Happy New Year , 2023 .
I spoke with many of my peers on the trends for 2023 and consistently uncovered that the 2023 focus will be a continuance from 2022 initiatives .
Teammate engagement and staffing retention and technology ranked as top initiatives . During 2022 , leaders spent a significant amount of time on teammate engagement and staffing retention as well as understanding best practices for hiring , training in virtual or hybrid environments . Exploration of efficiency gains with new technology solutions was top of mind with several deployments during 2022 .
Based on conversations , 2023 strategies include revising coaching tools and measuring their effectiveness , enhanced teammate engagement , and technology transformations .
SANGEETA BHATNAGAR SB GLOBAL HUMAN CAPITAL SOLUTIONS , GTACC CHAIR
The trends I will focus on will be around the “ people ” part of the industry .
The first point I will touch on is Recruitment . The speed and length of the Recruitment cycle will be faster with a quicker turnaround time from the point of application to interview and then feedback . The length of this cycle will be shorter than in recent years . In 2022 many companies have needed to shorten their turnaround times to avoid losing candidates in the process and I expect this to continue into 2023 .
The second point of focus are measures that organizations have implemented such as using various tools and incentives for Talent Retention . Candidate expectations have changed , and we are witnessing a drastic adjustment in the labor market . Candidates have a choice and are constantly looking at which organizations deliver a better employee experience . It is important to note that employee experience starts at the time of the job posting ; it is that first connection regardless of which channel or method of interview you choose ( traditional email / phone interview , face-to-face , or AI-assisted speed interview styles ).
WE WILL LIKELY SEE ONE OR POSSIBLY MORE FAMILIAR [ VENDOR ] NAMES TAKEN OFF THE TABLE ...
--JON ARNOLD
The increased awareness within HR and Operations teams did start in 2022 as many organizations saw increased attrition during all levels of onboarding and with tenured staff . I expect this trend to continue into 2023 .
To retain talent , organizations must have a commitment to creating an employee-centric environment with a culture of inclusion , social responsibility , and most importantly , alignment with purpose .
Finally , Training and Development will continue to be more interactive , and engaging , with gamification and micro-learnings along with some learner-led modules .
Simply delivering content with just a presentation deck and a talking head is not acceptable ( never should have been ). With a fully remote or hybrid environment , learners need and demand to be fully engaged in the process . I remember when I taught in a local college , we were told that the learners of today need “ Edu – tainment ”!
2023 will have similar aspects to 2022 and there will be an increased adjustment to the overall mindset towards recruitment , retention , and development .
As an industry we have had to pivot so much and so quickly . Now companies are more settled in their chosen structure ( fully remote , hybrid , or on-site ). To continue attracting and retaining the best talent , companies will need to look at their processes and how they can deliver the best employee experience starting with the first point of contact right through training and development .
8 CONTACT CENTER PIPELINE