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6 things Contact Centers should do in 2023

Breaking away from negative perceptions

This article will help you learn 6 things Contact Centers should do in 2023 to improve performance, deliver superior CX, and beat the competition. It’s no secret the reputation of contact centers has been a mixed bag throughout the years. But, now more than ever, customers expect businesses to provide excellent customer service. And this article will give you 6 simple steps to accomplish just that.

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First, let’s unpack why exceptional CX will be even more vital in 2023 compared to previous years.

Why great CX matters even more now

6 things Contact Centers should do in 2023

6 things Contact Centers should do in 2023: decreasing call wait time Girl talking on the phone smiling

#1 Decreasing call wait time

#2 Improving First Call Resolution rates

#3 Don’t rush to escalate tickets

This one is tied to the previous item. It’s important to train and challenge reps, so they build the necessary knowledge to address more complex issues.

The fewer times a ticket is transferred, the fewer times the customer needs to reintroduce themselves or explain their concern, and the faster problems are resolved. Customers will end up frustrated if their ticket could’ve been handled without bouncing from agent to agent.

Regularly review your escalated tickets to determine what the team may have done differently and whether extra training is required.

#4 Eliminating robotic AI for a more human CX

A recent UJET survey found that interacting with a chatbot is a ‘complete waste of time’ for 72% of respondents. As a result, an increasing number of businesses are abandoning bots in favor of human customer service.

6 things Contact Centers should do in 2023: Eliminating more robotic AI for more human CX

#5 The desire for a better human connection

Man Having a Phone Call In-front of a Laptop in contact center

#6 Acing CX through omnichannel personalization

It is true that many contact centers still struggle with implementing effective omnichannel personalization strategies. This may be due to a variety of factors, including a lack of resources, outdated technology, or a lack of integration between different systems and channels.

But the benefits of an omnichannel approach shouldn’t be dismissed.  Investing in an omnichannel communication platform can return the investment tenfold.

The most obvious benefit is increased efficiency. When your reps have the entire customer interaction history in front of them, they can easily locate the issue and offer a solution without having to spend time switching between applications. According to Cornell University research, it takes users an average of nine and a half minutes to return to a productive workflow after switching between programs. An omnichannel communication platform eliminates those 9 minutes.

The second benefit is improved customer experience. Omnichannel personalization enables contact centers to provide a seamless and consistent customer experience across all channels, leading to increased customer satisfaction, loyalty, and sales.


In summary

At the end of the day, most people just want quick solutions without having to repeat themselves and listen to automated messages for hours on end. Digitally saturated and hungry for meaningful human connections, customers still prefer phone calls to every other channel. While technology allows for quick and efficient new means of service, the humanized customer experience inspires true brand loyalty. Providing an exceptional CX means truly understanding what the customer wants and delivering it quickly, personally, and relevantly. With the loss of purchasing power,  2023 will be the year when the gap between good and outstanding CX widens, with only the best of the best emerging as winners.