Over the past two years, organizations have clearly prioritized the customer experience. When everything else was subject to change, the least they could do was deliver a great experience. Today, that focus on continuous improvement and dedication to delivering exceptional support remains a priority. Companies are now working to actively exceed expectations by presenting more streamlined, personalized and convenient support options.
With a collective focus on both the customer and agent experience, organizations are hoping to accelerate this momentum in 2023. By optimizing contact center operations, companies can improve the agent’s workflow, enhance engagement and reduce effort across the journey.
However, beyond just simplifying processes, contact center leaders are now focused on relationship building. Creating a culture that amplifies the agent’s voice and empowers more active engagement will be critical in 2023. Further, establishing meaningful customer relationships that prompt higher satisfaction and long term loyalty will also be key for imminent growth.
This report will cover:
- A complete contact center forecast for 2023
- Top trends in customer behavior, agent experience and contact center operations
- Solutions for improving and optimizing the contact center