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Top 7 Power Industry Contact Center Trends for 2023
- Jan 20, 2023 5:36 pm GMT
This item is part of the 2023 Predictions and Anticipated Trends for the Power Industry - January/February, click here for more
As we look to 2023, the contact center industry is poised for significant change as new technologies and trends emerge. Advances in artificial intelligence, cloud-based solutions, and omnichannel communication are driving innovation and allowing organizations to improve customer experience, streamline operations, and gain a competitive advantage. Companies are placing greater emphasis on using technology to provide personalized and efficient service and improve agents' satisfaction while focusing on cost reduction and improving the overall customer journey. In this blog, we will highlight some key trends expected to shape the power industry's contact centers in 2023.
1. The Continued Rise of Automation and AI
According to VCC Live, in 2022, they asked contact center leaders about their long-term objectives. Automation emerged as the leading trend that many participants aimed to further incorporate into their operations, emphasizing solutions that empower customer self-service. There are several reasons for this push toward automation, but the following four stand out:
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