Article was written by Simon Shaw, Customer Service Director
One of the biggest challenges impacting contact centers across all industries is how to adequately respond to the rising expectations of customers. Common challenges include customer data scattered across disparate systems that are difficult for agents to access, and building out omni-channel capabilities, where customers expect companies to keep up with the speed and variety of multiple digital channels, similar as to how they would connect with friends or family. Many of the legacy systems and organisational processes contact centers use today were put in place when a digital presence and personalised data insights were more the exceptions than the standard. These same systems and processes now hinder the ability of customer service organisations to innovate and adapt quickly to changing expectations. The gap between legacy and modern systems allows for new competitors to disrupt their respective industries.
However, a technological transformation on its own doesn’t solve for a business’ initial weaknesses. What will ultimately lead to success is how well an organisation transitions and elevates its employees’ experiences during a technological transformation. As companies embark on their contact center transformation journey, there are three things to keep in mind:
Bluewolf can help you build a contact centre that keeps both employee and customer experience top of mind. Get in touch with an expert to learn more.
Highlights delivered to your inbox: