Digital Transformation in Action – Best Practices in the Contact Center

Digital Transformation in Action cxinf nity

BEST PRACTICES IN THE CONTACT CENTER

Today's Discussion What does digital transformation mean?

Digital transformation in the contact center: Choosing the Right Channels: Keeping a Track of the Metrics and KPIs that Really Matter: Omnichannel Customer Experience: AI-Powered Automated Call Routing:

What does digital transformation mean?

Digital transformation refers to the process of integrating digital technology in different business functions to meet the ever-increasing demands. Although digital transformation sounds easy, it is not in reality.

Digital transformation in the contact center When we talk about a contact center, digital transformation specifcally refers to two key aspects.

• Getting rid of the old telephony system and embracing various digital contact channels like video chat, live chat, etc. to interact with customers.

• Using novel technology to capture data that give valuable insights on the functioning of the call center.

Choosing the Right Channels • Contact center digital transformation involves use of the latest technology and the new digital channels to serve customers more effectively.

• Some of the new digital channels that are on offer include video calling, live chat, and web calling.

• Businesses and brands need to keep in mind that different customers will need different channels.

Keeping a Track of the Metrics and KPIs that Really Matter There are so many metrics in the case of a contact center.

Some useful contact center metrics that you should keep in mind include: • Call abandonment • Call handling time • Call drop rate • Customer satisfaction • Lead conversion rate • After-call work • First call resolution rate

Omnichannel Customer Experience

• The future of businesses and brands is omnichannel.

• The concept behind omnichannel is that all contact channels for customers are synchronized with each other.

• Omnichannel means a customer can switch from one mode of contact to another (call to chat or vice versa) without having to begin the conversation right from scratch again.

AI-Powered Automated Call Routing • The use of artifcial intelligence in contact centers is another best practice that businesses can look forward to.

• The use of AI powered call routing connects the right customer to the right call center agent.

• The use of intelligence call routing based on AI ensures that customers get the desired response that they are looking for from the best representative with the right skill sets to handle that situation.

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