Digital transformation is the adoption of digital technology into all areas of a business, basically changing how you operate and deliver services to customers. Digital transformation means the operational and cultural change of an organization, business or ecosystem through a good selection of digital technologies, processes and competencies across all levels and functions in a staged and strategic way. Without new ideas and new strategies, a business will stagnate and fall behind competitors. Contact centre, which is in a stage of major change. Contact centres are being transformed highly by changes in customer expectations. Advances in consumer technology and the increase in multiple inbound communication channels mean that customers are used to having answers to any conceivable question through the smartphone in their pocket.
The customer contact centers are the heart of any business service or product driven by after-sales services, the time spent delivering these services is starting to become a burden for call center agents. By adding the new digital transformation technologies and strategies, you can reduce the human efforts and money spent on-call operations and replace them with smooth, automated chat services. If you’re dealing with a difficult customer or simply answering regularly asked questions, business owners are constantly challenged by the need to adapt communication channels that help to increase on their customer service efforts while changing internal operations more streamlined.
Digital transformation can involve many different technologies but the top topics right now are cloud computing, the Internet of Things (IoT), big data, and artificial intelligence. The smartest businesses are integrating technologies to provide full customer context with each interaction and leveraging system data to provide proactive service. After that, the strategically important things for contact centers are collaboration tools like team collaboration applications and unified communications (UC), because they enable employees to leverage the collective intelligence of the whole business. Invest and use digital technologies that are proven to be effective and efficient. It brings your company, brand and your business closer to people. Finding the right digital technologies is a must as it will pave the way for you to attract the attention of potential customers and clients who are willing to use your company’s new platform and a better digital technology.
As service moves beyond phone calls to other communication channels like e-mail, Web chat and social media cloud etc.. To keep up with this pace, organizations and businesses must go with their contact centers with a robust SMAC stack (social, mobile, analytics and cloud) technologies that help extend businesses’ agility by addressing ever-changing customer preferences and the need for multi-channel consistency.
In future contact centers must provide:
- Cloud hosting
- Social media capabilities
- Ubiquitous smartphone access
- Video enablement
- Virtual contact centers
The first thing is to understand your customer preferences and goals, In order to identify emerging technologies that can help transform the customer experience, you must first truly understand your customers and how their preferences, goals, and behaviors are changing. Identify certain teams or roles within your organization that capture data, gather feedback, and interact with your customers in order to build a more robust profile of who they are.
To control costs and for quality of the experience, companies are moving from a multichannel strategy. It allows customers to use all channels for all contact reasons, to a “right channel ” strategy. In this customers are guided to the most appropriate channel for their query
Leading companies are using channels in the following types
- Voice is still used in the modern days for the majority of queries, customers may be routed first through IVR.
- Intelligent FAQs are used for collecting information and service queries. It cutting downs the volume by this increase efficiency and encouraging customers to self-serve.
- Social is becoming established as a channel for complaint and enquiries. Although leaders are aware of the opportunity for sales and it is easy method
- Video chat is one of the best way but only leading companies use this as a communication channel. Leading companies guide their customers to the “right channel” by educating, encouraging or penalising them for use of certain channels for certain types of contacts. Sometimes customers are empowered to make their own decision about which is the “right channel” and are given visibility of agent availability, wait times and position in the queue. It may result in them using self-serve or a call-back feature. In addition to right channelling, leading companies also provides another facilities like proactively contact customers who appear to need help during complex interactions. In this, customers who have spent a particular amount of time on a web page are proactively offered human help, usually through a live chat channel.
Digital contact centre satisfy the customers need from start to finish. It’s not just about having the right channels available for customers to use, but adding technology across the business to provide full customer context with each interaction and leveraging customer data to provide proactive service. This on-demand session discusses, with practical examples, how digital transformation can make a new lease of life into your contact centre, contains
How to integrate human touch with digital world
Customer satisfaction through digital transformation
Managing channel volume
Identifying tools and channels can which will assist with your digital transformation technics
The impacts of digital transformation are in all areas not only felt within the contact center, but can have a substantial impact on customer loyalty and the overall brand experience. However, the way of digital transformation looks different for each organization. Being constantly connected makes it easy to learn about or experience new and better ways of doing things. Search engines level playing fields by making it easy for your customers to find your competitors. Social media provides us with a platform to connect with one another and share experiences.
In future, businesses will need to implement more technical aspects using artificial intelligence. The artificial intelligence will help us to ensure that the basic work is done in areas that will no longer be dependant on humans. And, while there will be more chatbots communicating with customers to show them that ‘always on’ approach to business, companies will need to up skill agents for the times when customers feel that they need to speak to a human, about something more complex. The chatbots combination and bulk messaging will help to drive productivity and give customers the immediate and best assistance they as they require.
Digital transformation changes the way people and processes function within a contact center. It helps to create processes that reduce the time, agents spend finding information by giving it to them. Therefore, increasing the number of productive customer conversations. With the current economy in flux, today’s organizations have to move forward by improving their customers’ experiences with minimum investments but they wants a maximum gain. By knowing the customer’s mindset we can make a good relationship with them.
The next-generation contact centers will transform customer interactions by digitalisation and organizations need to evolve to address the changing business manner. Digital transformation can be defined as the acceleration of business activities, In other words it give fully leverage the changes and opportunities of digital technologies and their impact in a strategic way. The world is getting more digitalized so digital transformations are now essential in all areas for a better future.
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