Ways to Transform the Contact Centre with Digital Technology
Digital technology is ubiquitous, and consumers use it constantly—to work, play, communicate, and shop. It’s only natural that these same customers anticipate digital channel options in contact centers. To win customers’ loyalty, businesses must interact with them in the digital world they already inhabit, allowing them to engage with the brand on their terms. This entails adopting a digital-first mentality and approach in the contact center. Significantly, digital has far-reaching consequences for how companies provide services today and how much more change is on the horizon. Those that “win” customer service will have to reinvent it fundamentally—and digital will play…