What have we learned, and where do we see the industry going in 2023? McKay Bird, marketing director for TCN, a global provider of a comprehensive, cloud-based call center platform, believes it will come down to changes in the way call centers interact with their agents, increased usage of call center technology and keeping up with the ever-changing compliance landscape. Below are the three main trends that McKay believes call centers will need to focus on heading into the new year:

Call center agents will become even more of a valuable asset

The adoption of self-service models will grow

Updated and additional regulations around compliance will be present

In this podcast, McKay tells us that even as most people may not prefer increased adoption of self service, with 55% of consumers preferring chatbot interaction, 49% still want a live agent to work on the larger issues. Connecting consumers with agents and creating positive experiences for both agent and customer, will be the challenges of 2023. Brand loyalty is connected to agent performance, now perhaps, more than ever.

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