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 ...
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