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As businesses embrace digital transformation across their communications channels, we’re seeing a widespread improvement in the way they engage with customers. Their newfound ability to contextualize contact center conversations allows support agents to pull more insights from each interaction, while making their day-to-day operations more efficient.
This push for digitalization did not come from within, though. The shift in customer expectations was, and remains the true force driving digital transformations for contact centers. And it should inform your business’ customer communications strategy, too.
Unfortunately, many major businesses’ contact centers and customer support solutions are decades behind technologically. Ironically, the most pure customer-centric strategy stems from a commitment to technological advancement in customer communications. Without adequate resources to effectively communicate according to your customers’ expectations, the rest of your customer engagement plans can be significantly hampered.
There are several aspects of a digital transformation that can present immediate ROI, namely automated conversations, omnichannel integration, and actionable data.
With the ability to reduce costs and increase employee productivity, automation is a contact center’s best friend. Advancements in chatbot technology have made them a seamless communications tool for most basic customer inquiries, allowing human support agents to focus on the more …
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