Given the enormous transformation that all types of communications have undergone due to the digital transformation, contact centers evolved from watertight departments within a company to becoming the heart of all communications. Not only with new customers, millennials and later, but with employees and all kinds of stakeholders.
However, many companies fail to take advantage of the great opportunity this entails. They continue to use outdated contact center solutions, or do not leverage all of their capabilities. They do not take into account the customer experience from start to finish. In addition, they lack ways to connect the customer’s journey in an omnichhanel way. While navigating in any channel, at any time and from any device.
These companies need to change their perspective on the contact center. Consider it as an engine of growth, and stop measuring only quantitative indicators. Measure service quality, customer satisfaction and other qualitative indicators that become the value of the company. As long as they know how to align the processes of the contact center, with the business strategy, in a transversal way.
Innovation in the contact center: connecting the customer’s journey on digital channels
Today’s customers are digital natives. They demand attention in social networks and chat channels at any time of the day. They prefer to do it through self-service, rather than talking to a call center agent. In addition, they not only manage requests, they offer feedback, complaints and claims. Each interaction is a “contact” within the entire customer engagement process.
The main function of the contact center is to serve as a travel connector for the customer journey. In addition, it allows companies to extract key data from all interactions with users. Helping them get to know their users better, offer them a better experience, and increase satisfaction. Also the loyalty and possibilities of up selling and cross selling, by offering personalized responses tailored to their behaviors.
Frictionless customer experience: omnichannel software
In addition to connecting the customer’s trip, the contact center must evolve from managing independent channels of care. To become an engine of growth it is essential to consider a single customer experience across the entire company.
Therefore, it is vitally important to ensure that it is uninterrupted. The customer experience will not be limited to the customer service department. A customer journey encompasses all corporate areas.
If you want to transform your contact center and you want us to help you, write to presence.marketing@enghouse.com
