In contact centres, different strategies are used to increase agent productivity and improve the digital customer experience… Thanks to advanced technologies, it is now possible to boost agent productivity and interact effectively with customers… Today, everyone wants to be able to contact a company anywhere and at any time..
Today, everyone wants to be able to contact a company anywhere, at any time… Customers are the main reason for digital transformation, as they want their requirements to be met at any time, from any location and using any platform… To rapidly develop your business and improve the digitalcustomer experience, you need a contact centre that understands the importance of digital transformation.
Digital customer experience: definition of digital transformation
Digital transformation involves integrating new technologies into all aspects of the contact centre’s business and changing its sales techniques, so that it can respond to the demands of customers and prospects while increasing turnover
The digital transformation of contact centres? is the best approach to attracting more customers… It sounds simple, but you need to be aware that this initiative involves changing the entire business strategy and the very culture of the contact centre.
For a customer-centric strategy, your contact centre needs to embrace new technologies that deliver an unrivalled digital customer experience, so opt for technologies that make life easier for customers, reduce unnecessary costs, improve communication and build customer loyalty…
The digital transformation of the contact centre involves familiarising itself with new technologies such as video chat and live chat to connect with customers across different platforms. This change also requires incorporating advanced technologies to collect data and inform the way the contact centre operates..
Digital transformation involves major changes in the way the contact centre operates and functions?
It’s not a transformation that will happen very quickly, as it takes time to introduce channels and collect data to optimise contact centre activities.
Contact centre: the stages of digital transformation
The digital transformation of the contact centre involves a number of stages.
First of all, when we talk about digital transformation of the contact centre, this means using new channels such as live chat, video chat and web calls… Companies offer a variety of digital channels to contact them, because different customers need different channels…
Different generations use different channels, but today the most demanding channel is a centralised system that makes the customer experience seamless.
Selecting a digital channel that is adapted to the needs of the business and its target audience is the most important part of digital transformation… There is also another important aspect to consider when selecting a channel, and that is the way of thinking about automated support versus human support.
Before choosing a channel, you need to ask yourself a number of questions, such as?
- Which new channels fit best into the existing system?
- What is their added value for customers?
- Which channel facilitates real human contact?
Next, contact centre agents need to be properly trained. We need to ensure that contact centre agents can easily handle the newly selected channels. Ideally, each agent will receive in-depth training on a specific channel.
In this way, better results will be achieved and the contact centre will score more points in terms of customer experience and overall productivity.
Contact centre: the benefits of digital transformation
Digital customer experience
There are many advantages to the digital transformation of contact centres. First of all, there is automation.
Automation is the key factor in the digital transformation approach: it reduces costs and improves contact centre productivity. However, it is important to inoculate the automated conversation in the right way to optimise the customer journey… Automation adds real value to the digital customer experience.
Secondly, the ideal contact centre will opt for an omnichannel strategy , because this way agents can easily recognise customer objectives and conduct relevant, contextual discussions… This initiative makes a significant contribution to the customer experience..
Digital transformation also enables the contact centre to opt for the right tools that maximise data. The right contact centre technology helps to reveal what affects customer behaviour, their perception of the product and their opinion of customer service via a unified interface.
Many contact centres go through a culture shock when they implement new technologies, but are later delighted to benefit from a higher return on investment.
To sum up everything that has been said in this article, digital transformation is a strategic process supported by a user-centred business approach.
Ultimately, it creates more value for contact centre agents and customers by optimising the digital customer experience… Digital transformation improves efficiency, eliminates cumbersome steps and boosts performance. It changes the way tasks are carried out by contact centre agents and increases customer satisfaction in the shortest possible time.
Now that you have more information about digital transformation and the new technological trends in contact centres, all you have to do is contact us to obtain an offer tailored to your company, its products or its services ?