Digital transformation is an all-encompassing term that may initially intimidate managers charged with its integration. Defining the term is challenging because it may differ depending on what line of business is applying its concepts, but digital transformation in your contact center simply means using the latest technology to improve your business processes.
This is a general definition of digital transformation that works well in many settings. To remove the mystique around it, consider that this recent term is describing a process that’s been in motion for decades. For instance, imagine you want to tell a family member some information, and they live in another state. While a century ago, it may have taken several days for the information to reach them through the mail, the introduction of the telephone meant that, for a fee, you could relay the information much more efficiently. Now, you’d simply send a text message or call on your cell phone.
The newest advances promoting the influence of digital transformation in your call center often have to do with a collaborative approach to communications with the goal of a better experience for the customer or end user. Take a look at several ways that technology is improving call center processes:
Integrated communication formats: When you contact customer service, whether it’s through chat, email or a voice call, you can soon expect that subsequent communications will be informed by your prior interactions with the company. Integrated, collaborative unified communications tools make it possible for the contact center to be fully engaged with both current and past customer interactions.
Speech analytics: Contact centers often inform the customer that the call may be recorded for training purposes, but those calls can also be converted to a digital file for analysis. That means your contact center can analyze customer interactions to gain critical information about their preferences, their complaints and even which words spoken by a contact center representative were mostly likely to result in a positive resolution.
Chatbots: Companies are getting closer to digitally transforming the contact center agent. With technological advances that include context and memory in Artificial Intelligence (AI) capabilities, look for chat bots to gradually become fully functioning virtual assistants in the contact center.
SMS Applications: Soon, contact centers won’t need to send a letter or make a call about overdue bills. Even now, some enterprises are beginning to send a personalized text alert with key information about the invoice that needs payment. It even includes a “click to call” link that allows the customer to make a payment by phone.
Digital transformation in your contact center isn’t likely to follow a predetermined pattern. Instead, you’ll implement technology that’s prioritized for your own business processes and the needs of your customers. At City Communications, we can help you in your process to move from legacy communications technology to a cloud solution, identifying the options that bring you the best return on investment. Contact us for more information.