FrontLogix | Beyond Customer Care

Digital transformation in contact centers

As digital channels continue to shape our everyday personal interactions, there is a greater expectation for companies to integrate digital technology into all areas of business in order to provide customer-centric, personalized experiences.

Digital transformation denotes integrating digital technology into all areas of business, taking a digital-first approach by utilizing AI tools, hybrid cloud strategies, and automation to leverage data and deliver an experience tailored to your customer’s unique needs.

Digital Transformation in Contact Centers

COVID-19 caused significant changes in product and service availability, creating a considerable increase in calls to customer support centers considerably. This resulted in an unparalleled dropout rate and customer dissatisfaction. To keep up with expectations,  businesses have accelerated the adoption of digital technologies. And what was introduced during the pandemic is now here to stay. In addition to the traditional voice channel, customers expect to interact with businesses across various contact methods such as chat, mobile, video, and social media. This new trend has pushed companies to speed up the customer service transformation from Call Centers to Digital Contact Centers.

What are the aspects of navigating the path to digital transformation?

1.     Implementing more Customer Self Service (CSS) touchpoints through AI chatbots and IVR platforms

Both the customer and the organization benefit from implementing more CSS opportunities. Studies show that customers prefer to help themselves rather than speak with an agent. Apart from reduced wait times, faster query resolution, and less customer effort, resolving an issue through self-service can cost the business up to a hundred times less than a live interaction. By deflecting simple queries to a self-service portal, the agent is able to focus on more time-sensitive and complex issues. And although developing a user-friendly customer self-service portal requires time, money, and planning, it can reduce costs by 30%, according to both IBM and Chatbots Magazine. Furthermore, AI chatbots are a great way to collect audience data such as names, email addresses, and more. These details can be easily accessed by integrating the chatbot with the CRM.

Apart from chatbots, the Interactive Voice Response Menu is another cornerstone of digital transformation in contact centers. Digitally optimized IVR can provide a hyper-personalized customer experience by showcasing a customer’s transactional history. Optimized IVR systems offer callback options and prompt customers to continue the conversation in another channel by leveraging AI technology.

2.     Adopting a hybrid cloud approach

A hybrid cloud strategy offers the ideal combination of public and private clouds to fulfill business requirements. Contact centers that use hybrid cloud systems may provide their agents with better training, flexible scheduling, real-time self-service options, and other advantages to help them thrive. You can operate a work-from-anywhere organization using hybrid cloud-based solutions and prioritize security and scalability. When cloud apps incorporate machine learning, your organization may further personalize the client journey.

3.     Creating an Omnichannel Contact Center

Much has been written here about the benefits of Omnichannel Support. An omnichannel contact center is a piece of software that automates company communication via updating all communication channels in real time. Customers can choose their preferred method of contact while interactions are automatically synchronized across numerous channels. This allows employees to quickly review the whole conversation history before assisting the customer, resulting in increased agent productivity, lower resolution time, improved levels of customer satisfaction, and a more personalized experience.

FrontLogix employs cutting-edge technology, tried-and-true solutions, and skilled and experienced customer care representatives. The core of our next-generation customer experience is a frictionless transition between all channels: email, chat, SMS, social media, and in-app messaging. We identify global and local trends, embrace emerging technology, and empower our employees to provide the most relevant ideas and approaches. Contact us to see how we can help you out.

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