Contact Centre of the Future:
Digital Transformation Best Practices
Customer service is not the same as it once was. To keep up with customers’growing expectations, it’s important for brands to re-imagine their service organisations – from their customers’ points of view.
Deploying the Contact Centre of the Future Today
Today’s customer expectations are higher than ever. They want personalised and timely customer support, across all digital channels. Whether speaking with an associate directly or utilising automated self-service, they expect all channels to be connected, That is why the contact centre of the future is not a siloed, multichannel call centre, but an omnichannel contact centre that provides a 360-degree view of the entire customer journey.
A key aspect of successful CX and digital transformation is contact centre transformation in which digital technologies for customer insights, call deflection, personalisation, and automation are optimised to turn your old fashioned call centre into a contact centre of the future.
A cloud based contact centre provides a gamut of customer data to analyse and act on – including customer feedback from voice calls, mobile, social media, email, SMS/MMS, IVR, and other touchpoints - all from a single console. A 360 degree view of customer behaviours – such as the last transaction a customer has made with the company or the last channel they used – allows contact centre associates to provide relevant, personalised, and real-time support that resolves customers concerns quickly and efficiently.
Call Centre Digital Transformation begins with intelligent routing and omnichannel orchestration
A well designed IVR menu and Intelligent routing are also critical to creating the contact centre of the future. Modern call routing capabilities provide customers with fluid experiences. Ultra-modern intelligent routing technologies provide additional functionality, including robust reporting and metrics tracking capabilities. These include the ability for contact centre leaders to view the types of calls you that have been received, how quickly calls have been answered, and where they’ve been routed. These abilities extend beyond simple call detail records (CDR) as real time speech analytics can be used to improve voice of the customer Insights.
Companies that are able to provide customers with the kind of live associate support that they crave – namely, personalised, relevant, and timely responses – will differentiate themselves through the omnichannel contact centre support they provide to their customers. They’ll also achieve higher customer loyalty and satisfaction which will translate into increased revenue, profits, and customer lifetime value. At the same time, the best contact centre transformations also require strategic implementation of contact centre automation best practices to improve centre efficiency, associate onboarding and training, and to optimise the customer experiences.
Automation, AI, and Machine Learning are Essential to Contact Centre Digital Transformation
In 2020 and beyond, contact centre automation is accelerating, so it is essential for companies to implement best practices, or risk falling behind the competition. ' Technological advances in robotic process automation (RPA), AI, and machine learning (ML) are literally changing the face of customer care. However, just because you can automate something in the contact centre doesn’t mean you should. To know which tasks to turn over to artificial intelligence and a machine is a challenge.
To explore the pros and cons of specific contact centre automation tools in more detail, our digital consulting experts have created a series of cheat sheets, which take a lighthearted look a different aspects of contact centre automation.
6 Tips to Prevent Customers from Saying “Agent” on Repeat: learn how to leverage next-gen IVR technology to make your call automation software work for customers, not against them.
3 Strategies for Avoiding Bot Failures in Your Contact Centre: learn best practices for training AI and implementing chatbots before letting them interact with customers as well as the single most important aspect of successful chatbot implementations.
5 Reasons Why Fancy Automation Tools Don’t Automatically Improve CX: learn why entering the ‘Race to CX Automation’ by making big investments in contact centre AI software — with big dreams of winning over customers easier and faster, is not enough. It takes more than fancy contact centre automation tools to reach a contact centre’s final CX automation destination.
TTEC Holdings, Inc. (NASDAQ: TTEC) is a leading global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience for many of the world’s most iconic and disruptive brands. The Company delivers outcome-based customer engagement solutions through TTEC Digital, its digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, its delivery centre of excellence, that operates customer acquisition, care, fraud prevention and detection, and content moderation services. Founded in 1982, the Company's 50,000+ employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other.
We are honoured to be recognized for the work that we do.
- Leader in Gartner’s Magic Quadrant for Customer Management Contact Centre BPO seven consecutive times
- Leader in ISG’s Contact Centre Customer Experience Services Quadrant Report
- Verint’s 2017 North America Rising Star
- 2017 Overall Best Customer Experience Organisation in the Asia Pacific region
- Nine 2018 Stevie® Awards for Sales and Customer Service
- Gold Stevie for Contact Centre or Customer Service Outsourcing Provider of the Year
- Gold Stevie for Customer Service or Call Centre Consulting Practice of the Year
- IAOP Global Outsourcing List of World’s Best Service Providers