{"id":4538,"date":"2022-12-06T08:28:50","date_gmt":"2022-12-06T08:28:50","guid":{"rendered":"https:\/\/www.replicant.com\/?p=4538"},"modified":"2023-05-09T21:11:37","modified_gmt":"2023-05-09T21:11:37","slug":"cx-wrapped-the-best-and-worst-from-2022","status":"publish","type":"post","link":"https:\/\/www.replicant.com\/blog\/cx-wrapped-the-best-and-worst-from-2022\/","title":{"rendered":"CX Wrapped: The Best and Worst From 2022"},"content":{"rendered":"

According to ACSI, the national customer satisfaction index <\/span>held steady<\/span><\/a> in 2022 at 73.2 after closing the previous year only a tenth of a point higher. Accomplishing this feat wasn\u2019t easy. Contact centers had to battle through unprecedented challenges to maintain service continuity and keep customers satisfied throughout the year.\u00a0<\/span><\/p>\n

But despite the obstacles, there remains plenty to be optimistic about. CX leaders built momentum across operations, strategy and technology in 2022. This prevailing trend of innovation stands out as we look back on an up-and-down year in CX:<\/span><\/p>\n

The Worst<\/span><\/h2>\n

\ud83d\ude20 Hostile customers
\n<\/b>The Institute of Customer Service found that over a six month stretch in 2022, 45% of frontline service staff experienced <\/span>hostility<\/span><\/a> from customers, up 10% from the start of the year. At one point, almost all agents (96%) felt <\/span>acutely stressed <\/span><\/a> at least once a week with \u2018too many calls\u2019 being their biggest challenge.\u00a0<\/span><\/p>\n

\u2708\ufe0f Air travel turbulence
\n<\/b>Airlines were in the spotlight for the wrong reasons when a massive summer rebound in travel led to <\/span>lost luggage and angry travelers<\/span><\/a>. Rising fuel prices and staff shortages created long delays, high fares, and soaring customer expectations that proved difficult to meet.\u00a0<\/span><\/p>\n

\ud83d\udcc8 Hold times skyrocketed
\n<\/b>In almost every industry, wait times skyrocketed as the economy opened back up and pandemic restrictions were lifted. Some customers were given the impression they were being <\/span>turned away<\/span><\/a> from service as contact centers saw unprecedented and unpredictable spikes in demand.<\/span><\/p>\n

\ud83d\udc4b The Great Resignation
\n<\/b>The Great Resignation squeezed contact centers around the world and compounded on the economic challenges of 2022. A record 4.5+ million people voluntarily left their jobs in late 2021, and the hiring pool never fully recovered. Contact centers had to get creative to make sure inbound calls were getting answered.\u00a0<\/span><\/p>\n

\u201cThe biggest challenges tend to always be things we can\u2019t plan for. Things like system outages, weather events, and most recently, the pandemic,\u201d said <\/span>Vanessa Hardy-Bowen<\/span><\/a>, Director of Guest Care & Contact Centers at Spirit Airlines. \u201cThis will generally result in five to ten times the call volume you would have normally \u2013 you just can\u2019t plan for that. <\/span>Being able to flex up or down using technology allows a smooth experience for the customers and helps to mitigate the impacts of the unpredictable.\u201d\u00a0<\/span><\/p>\n

The Best<\/span><\/h2>\n

\ud83d\udc68\u200d\ud83d\udcbb Agents were prioritized
\n<\/b>Despite a rocky year for contact center agents, the long-term forecast looks promising. A big reason for that is due to the retention and hiring challenges CX leaders dealt with, which have made improving the agent experience a top priority heading into 2023.<\/span><\/p>\n

\u201cWe really focused on how to provide more internal promotion opportunities and advance [agent] skill sets.\u201d said <\/span>Matt Woody<\/span><\/a>, First Vice President, Contact Center, First Financial Bank. \u201cThat’s led to a really engaged workforce and a reduction in attrition rates and greater success attracting more talent to the organization and we feel like that’s a recipe for success going forward.\u201d\u00a0<\/span><\/p>\n

\ud83d\udde3 Customers took to AI
\n<\/b>Replicant automated millions of customer service calls for some of the world\u2019s most trusted brands in 2022. One of the most telling trends we saw was the rapid adoption of advanced conversational AI by customers.<\/span><\/p>\n

\u201cWe never got positive comments about our bots with our previous solution in our NPS surveys,\u201d said Tanya Weigelt Director, Club Operations at CAA. \u201cI fell off my chair when I heard people leaving compliments on the Replicant Thinking Machine\u2122\ufe0f.\u201d\u00a0<\/span><\/p>\n

LISTEN: Hear real customer reactions to the Thinking Machine<\/b>\u2122\ufe0f<\/span><\/a><\/span><\/p>\n

\ud83d\udcca Analytics drove business value
\n<\/b>Contact center analytics vastly improved to allow contact center leaders to understand why their customers are contacting support and take action immediately to continuously improve the customer experience.<\/p>\n

\u201cA big part of what we do today involves using the business intelligence component of our conversational AI technology to understand, at a much deeper level, our callers\u2019 behavior,\u201d said\u00a0 <\/span>Mike Bowman<\/span><\/a>, Senior Director of Operations, ECSI. <\/span>\u201cWith things like predictive analytics we can know when we will have a busy day, why it\u2019s going to be busy, which customers will be calling, and then decide what we need to do internally to prepare and handle it.\u201d<\/span><\/p>\n

\ud83c\udfc6 Customers are still the focus
\n<\/b>Customer expectations remain at all-time highs and their satisfaction has never been a higher priority for contact centers than it is now, according to the <\/span>2022 Benchmark Report<\/span><\/a>.\u00a0<\/span><\/p>\n

\u201cWhat has not changed is the fact that customer service is just being a genuine human to people and helping them resolve whatever concerns they have,\u201d said <\/span>Michelle Deese<\/span><\/a>, OCCC Learning and Development Manager at Orkin. \u201cMy perspective is that if you are kind to people and help them, no matter what changes happen within the industry you will be successful.\u00a0<\/span><\/p>\n

<\/p>\n","protected":false},"excerpt":{"rendered":"

According to ACSI, the national customer satisfaction index held steady in 2022 at 73.2 after…<\/p>\n","protected":false},"author":19,"featured_media":4539,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[45],"acf":[],"yoast_head":"\nCX Wrapped: The Best and Worst From 2022 - Replicant<\/title>\n<meta name=\"description\" content=\"A wrap-up of the highlights and lowlights from an up-and-down year for CX leaders and contact center managers.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.replicant.com\/blog\/cx-wrapped-the-best-and-worst-from-2022\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CX Wrapped: The Best and Worst From 2022\" \/>\n<meta property=\"og:description\" content=\"A wrap-up of the highlights and lowlights from an up-and-down year for CX leaders and contact center managers.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.replicant.com\/blog\/cx-wrapped-the-best-and-worst-from-2022\/\" \/>\n<meta property=\"og:site_name\" content=\"Replicant\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ReplicantAI\/\" \/>\n<meta property=\"article:published_time\" content=\"2022-12-06T08:28:50+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-05-09T21:11:37+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.replicant.com\/wp-content\/uploads\/2022\/12\/Spotify-Wrapped-Blog-Opt.1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"484\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Harry Chang\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@replicant_ai\" \/>\n<meta name=\"twitter:site\" content=\"@replicant_ai\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Harry Chang\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.replicant.com\/blog\/cx-wrapped-the-best-and-worst-from-2022\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.replicant.com\/blog\/cx-wrapped-the-best-and-worst-from-2022\/\"},\"author\":{\"name\":\"Harry Chang\",\"@id\":\"https:\/\/www.replicant.com\/#\/schema\/person\/9c520e89b9abe4f8bebd578c7fe07717\"},\"headline\":\"CX Wrapped: The Best and Worst From 2022\",\"datePublished\":\"2022-12-06T08:28:50+00:00\",\"dateModified\":\"2023-05-09T21:11:37+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.replicant.com\/blog\/cx-wrapped-the-best-and-worst-from-2022\/\"},\"wordCount\":773,\"publisher\":{\"@id\":\"https:\/\/www.replicant.com\/#organization\"},\"keywords\":[\"Test\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.replicant.com\/blog\/cx-wrapped-the-best-and-worst-from-2022\/\",\"url\":\"https:\/\/www.replicant.com\/blog\/cx-wrapped-the-best-and-worst-from-2022\/\",\"name\":\"CX Wrapped: The Best and Worst From 2022 - Replicant\",\"isPartOf\":{\"@id\":\"https:\/\/www.replicant.com\/#website\"},\"datePublished\":\"2022-12-06T08:28:50+00:00\",\"dateModified\":\"2023-05-09T21:11:37+00:00\",\"description\":\"A wrap-up of the highlights and lowlights from an up-and-down year for CX leaders and contact center managers.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.replicant.com\/blog\/cx-wrapped-the-best-and-worst-from-2022\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.replicant.com\/blog\/cx-wrapped-the-best-and-worst-from-2022\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.replicant.com\/blog\/cx-wrapped-the-best-and-worst-from-2022\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.replicant.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"CX Wrapped: The Best and Worst From 2022\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.replicant.com\/#website\",\"url\":\"https:\/\/www.replicant.com\/\",\"name\":\"Replicant\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\/\/www.replicant.com\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.replicant.com\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.replicant.com\/#organization\",\"name\":\"Replicant\",\"url\":\"https:\/\/www.replicant.com\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.replicant.com\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.replicant.com\/wp-content\/uploads\/2022\/10\/Replicant-General-Feature-Image.png\",\"contentUrl\":\"https:\/\/www.replicant.com\/wp-content\/uploads\/2022\/10\/Replicant-General-Feature-Image.png\",\"width\":1920,\"height\":1080,\"caption\":\"Replicant\"},\"image\":{\"@id\":\"https:\/\/www.replicant.com\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/ReplicantAI\/\",\"https:\/\/twitter.com\/replicant_ai\",\"https:\/\/www.linkedin.com\/company\/29011835\",\"https:\/\/www.youtube.com\/channel\/UCg-GDAYCyLsTTam64PlyBPQ\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.replicant.com\/#\/schema\/person\/9c520e89b9abe4f8bebd578c7fe07717\",\"name\":\"Harry Chang\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.replicant.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/www.replicant.ai\/wp-content\/uploads\/avatar_user_25_1633392200.jpg\",\"contentUrl\":\"https:\/\/www.replicant.ai\/wp-content\/uploads\/avatar_user_25_1633392200.jpg\",\"caption\":\"Harry Chang\"},\"url\":\"https:\/\/www.replicant.com\/blog\/author\/harryreplicant-ai\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"CX Wrapped: The Best and Worst From 2022 - Replicant","description":"A wrap-up of the highlights and lowlights from an up-and-down year for CX leaders and contact center managers.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.replicant.com\/blog\/cx-wrapped-the-best-and-worst-from-2022\/","og_locale":"en_US","og_type":"article","og_title":"CX Wrapped: The Best and Worst From 2022","og_description":"A wrap-up of the highlights and lowlights from an up-and-down year for CX leaders and contact center managers.","og_url":"https:\/\/www.replicant.com\/blog\/cx-wrapped-the-best-and-worst-from-2022\/","og_site_name":"Replicant","article_publisher":"https:\/\/www.facebook.com\/ReplicantAI\/","article_published_time":"2022-12-06T08:28:50+00:00","article_modified_time":"2023-05-09T21:11:37+00:00","og_image":[{"width":800,"height":484,"url":"https:\/\/www.replicant.com\/wp-content\/uploads\/2022\/12\/Spotify-Wrapped-Blog-Opt.1.png","type":"image\/png"}],"author":"Harry Chang","twitter_card":"summary_large_image","twitter_creator":"@replicant_ai","twitter_site":"@replicant_ai","twitter_misc":{"Written by":"Harry Chang","Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.replicant.com\/blog\/cx-wrapped-the-best-and-worst-from-2022\/#article","isPartOf":{"@id":"https:\/\/www.replicant.com\/blog\/cx-wrapped-the-best-and-worst-from-2022\/"},"author":{"name":"Harry Chang","@id":"https:\/\/www.replicant.com\/#\/schema\/person\/9c520e89b9abe4f8bebd578c7fe07717"},"headline":"CX Wrapped: The Best and Worst From 2022","datePublished":"2022-12-06T08:28:50+00:00","dateModified":"2023-05-09T21:11:37+00:00","mainEntityOfPage":{"@id":"https:\/\/www.replicant.com\/blog\/cx-wrapped-the-best-and-worst-from-2022\/"},"wordCount":773,"publisher":{"@id":"https:\/\/www.replicant.com\/#organization"},"keywords":["Test"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.replicant.com\/blog\/cx-wrapped-the-best-and-worst-from-2022\/","url":"https:\/\/www.replicant.com\/blog\/cx-wrapped-the-best-and-worst-from-2022\/","name":"CX Wrapped: The Best and Worst From 2022 - Replicant","isPartOf":{"@id":"https:\/\/www.replicant.com\/#website"},"datePublished":"2022-12-06T08:28:50+00:00","dateModified":"2023-05-09T21:11:37+00:00","description":"A wrap-up of the highlights and lowlights from an up-and-down year for CX leaders and contact center managers.","breadcrumb":{"@id":"https:\/\/www.replicant.com\/blog\/cx-wrapped-the-best-and-worst-from-2022\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.replicant.com\/blog\/cx-wrapped-the-best-and-worst-from-2022\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.replicant.com\/blog\/cx-wrapped-the-best-and-worst-from-2022\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.replicant.com\/"},{"@type":"ListItem","position":2,"name":"CX Wrapped: The Best and Worst From 2022"}]},{"@type":"WebSite","@id":"https:\/\/www.replicant.com\/#website","url":"https:\/\/www.replicant.com\/","name":"Replicant","description":"","publisher":{"@id":"https:\/\/www.replicant.com\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.replicant.com\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.replicant.com\/#organization","name":"Replicant","url":"https:\/\/www.replicant.com\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.replicant.com\/#\/schema\/logo\/image\/","url":"https:\/\/www.replicant.com\/wp-content\/uploads\/2022\/10\/Replicant-General-Feature-Image.png","contentUrl":"https:\/\/www.replicant.com\/wp-content\/uploads\/2022\/10\/Replicant-General-Feature-Image.png","width":1920,"height":1080,"caption":"Replicant"},"image":{"@id":"https:\/\/www.replicant.com\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/ReplicantAI\/","https:\/\/twitter.com\/replicant_ai","https:\/\/www.linkedin.com\/company\/29011835","https:\/\/www.youtube.com\/channel\/UCg-GDAYCyLsTTam64PlyBPQ"]},{"@type":"Person","@id":"https:\/\/www.replicant.com\/#\/schema\/person\/9c520e89b9abe4f8bebd578c7fe07717","name":"Harry Chang","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.replicant.com\/#\/schema\/person\/image\/","url":"https:\/\/www.replicant.ai\/wp-content\/uploads\/avatar_user_25_1633392200.jpg","contentUrl":"https:\/\/www.replicant.ai\/wp-content\/uploads\/avatar_user_25_1633392200.jpg","caption":"Harry Chang"},"url":"https:\/\/www.replicant.com\/blog\/author\/harryreplicant-ai\/"}]}},"_links":{"self":[{"href":"https:\/\/www.replicant.com\/wp-json\/wp\/v2\/posts\/4538"}],"collection":[{"href":"https:\/\/www.replicant.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.replicant.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.replicant.com\/wp-json\/wp\/v2\/users\/19"}],"replies":[{"embeddable":true,"href":"https:\/\/www.replicant.com\/wp-json\/wp\/v2\/comments?post=4538"}],"version-history":[{"count":0,"href":"https:\/\/www.replicant.com\/wp-json\/wp\/v2\/posts\/4538\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.replicant.com\/wp-json\/wp\/v2\/media\/4539"}],"wp:attachment":[{"href":"https:\/\/www.replicant.com\/wp-json\/wp\/v2\/media?parent=4538"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.replicant.com\/wp-json\/wp\/v2\/categories?post=4538"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.replicant.com\/wp-json\/wp\/v2\/tags?post=4538"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}