Call Center Automation Trends That Will Remain in 2023

There are always new trends to watch out for in the call center industry. You must remain on top of them to avoid missing anything that could help grow your company. With the year 2022 almost ending, you may have adopted various trends that became popular this year, and some may remain in demand in 2023. We listed them below, so you can still catch up in case you have not tried them yet.

Cloud-based solutions

Cloud-based solutions will continue to be important in various industries, including call centers. Many companies have moved their data and applications to the cloud for safety, efficiency, and convenience. In addition, since everything is accessible on the web, agents don’t need to be tied to their office desks to work. Remote work and hybrid setup are now offered in call centers, and these cloud-based solutions make that possible. As long as the agents have their computers and a stable internet connection, they can work from home. 


Contact centers that handle many outbound calls will continue to find auto-dialers helpful. These dialers eliminate the need for agents to dial the numbers manually, thus preventing mistakes from entering incorrect digits and saving time from unanswered calls or those routed to voicemails. In addition, the application will assign answered calls to the live agents, improving their productivity. If your call center is not yet using an auto-dialer, click here to find more information about your options and the benefits you can get from its use. 

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Omnichannel approach

Providing the best customer service will always be one of the top objectives of call centers. After all, satisfied clients mean continuous business. Moreover, they can encourage others to do business with you. Using an omnichannel approach in customer service will still be vital for call centers in 2023. This strategy allows agents to provide top-notch service as they can see the contact history of the customers on all support channels, like email, chat, or phone. Besides, it could be frustrating for clients if they keep repeating and explaining what happened in the previous conversations because agents don’t have access to their records. Omnichannel prevents that from happening, allowing them to effectively pick up from where they left off. 

Self-service options

Customers are more independent and want to find the solution fast. Self-service options answer both. Examples are FAQs, help pages, troubleshooting guides, articles, and video tutorials. They can use these options to find the answers without talking to an agent. As a result, they will feel empowered, and at the same time, call center representatives will have more time to handle more pressing matters.

Artificial intelligence

AI is not something that only became popular in 2022. It continues to be vital in the contact center business, and it remains a promising tool for the future of this industry. A chatbot is an example of AI that provides quick answers to customers’ common questions, speeding up problem resolution.

Consider adopting these trends in your contact center if you haven’t yet since they will remain useful for businesses in this industry in 2023 and possibly in the future. 


IITSWEB is the Chief Business Development Officer at IITSWEB, a Magento design and development company headquartered in Redwood City, California. He is a Member of the Magento Association and an Adobe Sales Accredited Magento Commerce professional. Jan is responsible for developing and leading the sales and digital marketing strategies of the company. He is passionate about ecommerce and Magento in particular — throughout the years his articles have been featured on Retail Dive, Hacker Noon, Chief Marketer, Mobile Marketer, TMCnet, and many others.

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