As another year comes to a close, companies are beginning to look forward to 2023. Many may be exploring the best contact center solutions to determine how to improve their call centers in the new year.
Ever since the beginning of the global pandemic of 2020, consumer expectations have risen at exponential rates and contact centers have struggled to keep up with these demands. The labor shortage and high turnover rates have exacerbated the problem, resulting in long hold times and dissatisfied customers.
The new year is the perfect time to review modern automated contact center solutions that can handle the most repetitive, common questions easily and efficiently. Such a solution can help free up live agents to handle the most complex calls that require a human touch. Read our Definitive Guide to Contact Center Automation.
What makes the best contact center solutions in 2023?
In 2023, the best contact center solutions must automatically answer basic, repetitive customer inquiries immediately and eliminate hold time. Solutions should be able to understand natural language so customers can speak just as if they were talking to an agent as well as keep complete conversation notes that can be forwarded to an agent if an escalation is required. Finally, the system should be able to answer unlimited calls simultaneously, allowing contact centers to scale easily even during peak periods.
What should I look for in contact center solutions today?
Contact center management should look for a solution that can automate tier-one customer calls quickly and seamlessly. The vast majority of customer calls handled by a business are repetitive. Consumers are often seeking account or order information, checking or paying balances, or requesting basic data. All of these can easily be managed through AI and machine learning today, saving businesses money in the long run. In fact, Gartner predicts that conversational AI technology will reduce contact center labor costs by $80 billion by 2026.
A focus on delighting customers
The reality is that customers’ high expectations are not going away. In fact, it’s likely that the new year will usher in even greater demands. As a result, contact centers must up their game–avoiding customer disappointment is no longer good enough; today, businesses must work to delight their customers. According to Forbes, “Modern customers want what they want, and they want it now. Speed and convenience matter to customers more than ever, and brands that deliver instant gratification have a huge competitive advantage.”
In this modern age when consumers are used to getting anything and everything they want to be delivered within a day or two, they expect companies to be at their beck and call around the clock and throughout the year. Businesses must offer an always-available omnichannel contact center, giving customers the opportunity to reach out by phone, text, or chat.
Ideally, communication through all channels is funneled into a single customer record, allowing access to that information in every interaction. This eliminates the customer’s frustration of having to repeat information each time they reach out. When you combine the customer record with zero wait time and immediate problem resolution, customer service is vastly improved.
It’s a widely-known fact that customers hate limited phone trees and endless voice-activated loops. The focus in these systems is simply to get to a live person, regardless of how simple the question may be.
As you evaluate the best contact center solutions for 2023, you’ll want to make sure you select a system that offers conversational AI and machine learning functionality as well as natural language processing. Replicant’s Thinking Machine has been a proven solution for hundreds of call centers around the country, massively driving down costs and improving customer service.
Because this solution is trained on millions of actual customer calls, implementation is usually straightforward and simple. As Replicant begins answering customer calls, it will learn the nuances specific to your business, becoming a stronger part of the team with every interaction.
You can learn more about the best contact center solutions by contacting our team here at Replicant. Discover how much you can save with our online ROI calculator.