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.
Choosing a collaboration system, and the telecommunications provider behind it, is one of the most important decisions when operating a contact centre.
Most organizations are worried about the investment they made on existing infrastructures and relationships since they are still operating a legacy on-premises solution ongoing agreements. This concern usually plays a big part in delaying the process of migrating the contact centre to the cloud.
Automatic Call Distributor (ACD)
Promptly answering incoming requests and routing them to the right agent or the team is the first step to successful customer interactions.
Automatic call distributors (ACD) work with both computer telephony integration (CTI) systems and interactive voice response (IVR) systems.
Much like telephony solutions, the majority of these systems still operate on a legacy on-premises basis, thus not taking advantage of digital capabilities such as artificial intelligence (AI) and automated system integrations.
21st-century contact centres have trouble facing change and disrupting the business model as they need to meet government regulatory compliance and IT requirements on how to host platform-generated data, depending on where they are located and where this data needs to be stored and processed.
From choosing between private or public storage options, down to meeting country-level data regulations, there’s a lot to consider when migrating to the cloud.
Different businesses have different needs, which in turn play a huge role when selecting the appropriate partner from a variety of software service providers.
Alignment between different digital deployment solutions is critical in order to effectively connect a customer journey and create a leading customer service and support organization.
When selecting their partner of choice, it is important for organizations to be aware of how flexible, scalable and seamlessly integrated their solutions are, in order not to disrupt current business models and data systems and have customer interactions running smoothly.
Benefits like an easy-to-use interface for agents, that works in any location and any device, as well as automated integrations that reduce effort in manual tasks and automatically provide relevant customer data in real time, can play a huge role when choosing your next cloud provider.
Security & Compliance
In 2018, Gartner predicted that 60% of digital businesses would suffer major service failures by 2020 due to the inability of security teams to manage digital risk, while a survey by Fortinet concluded that 85% of chief information security officers view security issues related to digital transformation as having a somewhat to extremely large effect on their companies.
For a change that impacts customer data so greatly like digital transformation, appropriate security strategies and solutions should be placed at the forefront of the process.
When moving to the cloud, as with any big change in the organization, security should be a top priority. Contact centres should be able to have quick and easy access to their main security key performance indicators (KPIs), as well as closely monitor and manage security incidents to protect both their customers and their business reputation.
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.
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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.