Going Digital in the Contact Centre: What You Should Know


A picture of digital communication icons

Evan Dobkin of Talkdesk shares his advice for designing and implementing a digital strategy for your organization.

What does a technology leader consider digital transformation to be?

According to Salesforce, digital transformation is: “The process of using digital technologies to create new — or modify existing — business processes, culture, and customer experiences to meet changing business and market requirements”. This re-imagining of business in the digital age is digital transformation.

What stands out within the definition is customer experience (CX). Digital technology transformation should always place the customer at its forefront.

Re-imagining the way we do business is, first and foremost, re-imagining how we interact with the customer. It affects every aspect of the business from human resources and security to sales and marketing.

For a customer-centric business such as the contact centre, digital transformation plays an especially important role. Expectations continue to rise as customers seek real-time, personalized and efficient support to solve their issues through the channel that is most convenient for them.

If your contact centre is not able to provide the sort of CX that is expected, it will most likely fall short of customer expectations.

Leading your business into the digital sphere is the best way to provide an omnichannel customer interaction hub, with options that range from mobile channels to chatbots.

Let’s explore how digital transformation can have a positive effect on the most common channels and open the door for new options.

Final Thoughts

Digital transformation is not a possibility for organizations any more. It’s a make or break strategy to gradually meet customer expectations and stay ahead of the competition. This becomes especially relevant under the circumstances that we are all living in, where the coronavirus (COVID-19) is bringing the world to its knees.

COVID-19 is affecting countries and territories all around the globe, forcing people to stay at home for safety reasons and practise social distancing. This is a complex and difficult shift for organizations that still operate under an on-premises infrastructure, as their workforce is not prepared to work remotely and, thus, assure business continuity.

This blog post has been re-published by kind permission of Talkdesk – View the original post

To find out more about Talkdesk, visit their website.

Published On: 31st Mar 2020
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