7 Contact Center Predictions for 2023 and Beyond
Presented By: 8x8
Tricia Morris, Director of Content Marketing, 8x8
Since the start of the decade, customer experience (CX) and
employee experience (EX) have done a collective 180°. Organizations with a
cloud-first, digital-first mindset have quickly leaped ahead, but adaptation
and innovation are swift and ongoing.
This is especially true when it comes to the contact center.
For example, leaders are now thinking about how to best use artificial
intelligence and machine learning to increase their global competitiveness and
how they’ll deliver service and engagement as part of the customer experience
in the metaverse.
Meanwhile, they’re facing an inflection point where EX has
become just as critical as CX. With almost half of workers saying that they’ll
quit if their employer doesn’t permanently offer the flexibility to work
remotely, contact centers are being reimagined for the next generation of work
These considerations and others have led to our curation
of seven predictions for the contact center. With predictions for 2023
through 2030, read on to see what industry analysts and subject matter experts
say should be top of mind when thinking about the future of customer service
1. By 2023, employee experience will overtake customer
experience, at least temporarily, as the leading “experience” focus and
Though more and more return-to-office plans will actually
start to materialize, contact center leaders will need to address the fact that
many employees will refuse to accept anything but remote or flexible work. Out
of 1,000 workers polled in a recent Morning
Consult survey, 39% said they'd consider quitting if their employers didn’t
give them the flexibility to work from home.
2. By 2023, one-quarter of organizations will look to UCaaS
and CCaaS technology to collaborate in the enterprise and with customers more
In the Ventana Research report, Why
Unifying UCaaS and CCaaS Makes Sense, Ventana VP and Research Director
Keith Dawson says “it will become apparent that the two platforms are really
different flavors of the same basic toolkit, and organizations will begin to
push for simpler, combined products.”
3. By 2025, proactive customer engagement interactions will
outnumber reactive customer engagement interactions.
In its Strategic
Roadmap for Customer Service and Support, Gartner recently found that
moving to proactive engagement will be the number one priority of customer
service leaders as they rethink the business model around customer assistant
4. By 2025, 25% of retail employees will double as contact
center agents as e-commerce and digital customer engagement eclipse
It’s not conjecture to state that as e-commerce continues to
increase (to the tune of $7.4 trillion in sales by 2025 according to Statista),
the retail footprint will continue its associated decline. As a result,
retailers will need to make constant adjustments to support the rapid evolution
of their industry.
5. By 2025, 25% of agents will be gig-economy workers, as
events such as the Great Resignation and Great Reprioritization continue to
change the face of the contact center.
To meet the full labor requirements using a more fractional
workforce will require a higher number of workers, working fewer hours per
week, on average. Recruiting, training, coaching, scheduling, and quality
management will all go through a transformation including a greater degree of
automation and verifiable worker performance data.
6. By 2025, VR will be used in at least 65% of contact
centers as brands enter the metaverse and customers look to engage with or as
avatars in virtual spaces.
As consumers begin to interact with businesses in the
metaverse, expectations will yet again change. The bar will be raised as
constraints related to immersive experiences lift, and consumer desires take
7. By 2030, AI will drive the verticalization of customer
experience and journey orchestration.
With AI, ML, and NLP combined, lead brands will customize
each experience based on millions, or even billions, of past customer
interactions across a variety of verticals. Each customer will experience the
brand in a way that is truly unique to them.
Ready to learn more about what the future of the contact
center holds? Download
the full report: Contact Center Predictions for 2023 and Beyond.