Contact Center 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 organizations – from their customers’ points of view.
Deploying the Contact Center of the Future Today
Today’s digital customers have high expectations for receiving great service. They expect personalized and timely support, regardless of whether they’re speaking with an associate directly or interacting with an associate via chat or email. That is why the contact center of the future is not a multichannel call center, but an omnichannel customer interaction hub that provides a 360 degree of the entire customer journey.
A cloud based, omnichannel contact center provides a gamut of customer data to analyze and act on – including customer feedback from voice interactions, mobile, social, email, SMS/MMS, IVR, and other touchpoints - all from a single console. Arming contact center associates which these types of insights – such as the last transaction a customer has made with the company or the last channel they used – associates are able to provide relevant and real-time support that demonstrates that they know who the customer is and that they’re prepared to address their needs.
A well designed IVR menu and Intelligent routing are also critical to creating the contact center 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 center 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) and track the needs of customers and the performance of individual associates and contact centers.
Companies that are able to provide customers with the kind of live associate support that they crave – namely, personalized, relevant, and timely responses – will differentiate themselves through the omnichannel contact center support they provide to their customers. They’ll also achieve higher customer satisfaction and loyalty which will translate into increased revenue, profits, and customer lifetime value.
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 center 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 honored to be recognized for the work that we do.
- Leader in Gartner’s Magic Quadrant for Customer Management Contact Center BPO seven consecutive times
- Leader in ISG’s Contact Center Customer Experience Services Quadrant Report
- Verint’s 2017 North America Rising Star
- 2017 Overall Best Customer Experience Organization in the Asia Pacific region
- Nine 2018 Stevie® Awards for Sales and Customer Service
- Gold Stevie for Contact Center or Customer Service Outsourcing Provider of the Year
- Gold Stevie for Customer Service or Call Center Consulting Practice of the Year
- IAOP Global Outsourcing List of World’s Best Service Providers