The secret behind the success of many brands is their outstanding customer support services and call centers that are dealing with their customers. In 2023, many call centers are switching to the leading call center technologies to boost work efficiency. Trending technologies are great and improve the employee experience (EX) and customer experience (CX).
Investing in the latest technologies that enhance the efficiency of call centers, is worth investing in. Emerging technologies improve the productivity of employees, decrease annual expenses, and help in the rapid growth of the brand. Here are 4 leading call center technology trends that you should consider for your call centers in 2023.
1. Expand Digital Channels:
To provide an excellent customer experience, you should offer omnichannel customer support. Emerging technologies amplify the communication coordination they get from omnichannel. There are many platforms out there through which customers try to contact the brands for their queries and issues. Some top digital channels are WhatsApp, live chat, SMS, Email, Chatbots, video, Twitter, Facebook, Twitter, TikTok, and Instagram. The digital channels can be expanded in 2023, by adding Line, Telegram, WeChat, Google RBM, and Apple Business Chat.
2023 is a digital year and customers are more curious about new innovations and they are always ready to explore them. So, brands should also update their digital channels and successfully participate in this race. Using omnichannel gives your customers the impression that your brand is authentic and reliable.
2. Integrating Video Interactions:
Integrating video interactions in call centers is becoming a popular trend in 2023. Video service allows customers to interact with a front-line agent for their issues. Expansion of visual service in the call centers through the video applications such as Facetime and Zoom, reduce average handling time (AHT), and increase the efficiency of agents to solve issues quickly. This is why many companies are happily investing in visual assistance technology in 2023.
3. ChatBot Interactions:
Chatbot is also an emerging trend in 2023, and many companies are offering chatbot as front-line agents before customers reach a real agent at the call center. According to a report, 89% of the customers are not happy with the chatbot as they are not satisfied with the solution it provides. Call centers should always update their automation services. An estimated report says that by 2031 chatbot and virtual assistants will handle 30% of conversations which was 2% in 2022. Expanding your call centers with an updated version of chatbot or other virtual assistance will benefit the brands and boost their sales.
4. Integrating Artificial Intelligence (AI):
In 2023, artificial intelligence (AI) creates hype and every company is focusing on it. It is a technology that allows computers to recognize, see, and process images like humans do. Their algorithms are specially designed to perform tasks efficiently without making errors. Artificial intelligence gives power to computers to collect large sets of data, identify it, interpret it, and arrange it accurately through their built-in sophisticated algorithms.
AI-powered bots can more efficiently understand the issues of the customers and provide the best and most accurate solution with instructions. Because of its popularity in 2023, artificial intelligence is considered the future of call centers. We will get better interactions and customer support in the future.
Final Thoughts:
In the digital world, innovation in technologies always happening. In 2023 and the coming years, companies might face budget issues as investing in the latest technologies is not a short-term game.
Call centers that are planning to use the latest strategies and technologies will be in a better position. It is not the right time for call centers to do experiments by investing in cheap technologies, choosing the solutions or technologies which are already tested positive will help the brands and call centers to achieve their goals.
