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Top Three Contact Center Technology Trends in 2023

Delivering a great customer experience is one of the important customer retention strategies driving business success. When the experience a consumer has at every touchpoint with your company exceeds their expectations, that customer is more likely to remain loyal to your brand. Call center technology can play a large part in that experience.

Top Customer Experience Trends in 2023

Delivering a great customer experience is one of the important customer retention strategies driving business success. When the experience a consumer has at every touchpoint with your company exceeds their expectations, that customer is more likely to remain loyal to your brand.

But what are the winning elements to deliver on this experience? Service, technology, agents, and when your business is looking for experience, the right contact center outsourcer. Five Star Call Centers shares top trends in the customer service industry in their four-part State of Customer Service series: The Top Customer Experience Trends of 2023.

Customer Care: The Business World’s New Battleground

A male call center customer service rep in a flannel shirt speaks with a woman on a cell phone.

By Joel Sylvester, Chief Client Officer, Five Star Call Centers Businesses realize that building a loyal base of customers can help weather any financial storm. In fact, nearly 46% of companies believe investing in the customer experience is their number one priority in the coming years.  To thrive during economic downturns, you want to outshine…

Omnichannel Call Centers Usher in a Golden Age of Customer Service

A woman with blonde hair is wearing a yellow blouse and talking on the phone with a pot of tea on her desk.

By Joel Sylvester, Chief Client Officer, Five Star Call Centers Consumer-to-brand interaction today looks much different than it did decades ago.  Today, customers have technology at their fingertips, which has changed how often and in what ways people experience and interact with companies. The digital age—with the introduction of new technologies, social media presence, AI,…

2022 State of Customer Service – The People

In 2022, the customer service industry is set to see a rise in expectations from consumers ready to put the global pandemic, and its effects, far behind them. Paired together with the struggle to find enough employees to meet job vacancies and growth, the industry should be preparing for a rocky year. For companies willing to adapt, and quickly, this could be a pivotal year. In our series on the 2022 state of customer service, we focus on four key elements driving customer care: The industry, our people, work-from-home, and technology. Today, we focus on our people.

2022 State of Customer Service – Industry

In 2022, the customer service industry is set to see a rise in expectations from consumers ready to put the global pandemic, and its effects, far behind them. Paired together with the struggle to find enough employees to meet job vacancies and growth, the industry should be preparing for a rocky year. For companies willing to adapt, and quickly, this could be a pivotal year.
In our series on the 2022 state of customer service, we focus on four key elements driving customer care: The industry, our people, work-from-home, and technology. Today, we focus on the industry.

2021 State of Customer Service: People

Call-Center-Associate-Social Distancing

In the 2021 State of Customer Service, Five Star Call Centers discusses the post-pandemic effects on employees, including the future of work-from-home in the industry.