Digital Transformation of Call Centers

Today’s fast-growing environment affects all areas of businesses. The communication channels rise between companies and their customers. There exist Voice Chat, Emails, social media, chatbots. Also, the diversity of new technological devices encourages companies to develop suitable solutions. It’s been a while where they have been the traditional call centers. They have changed to modern contact centers. Digital transformation means to find the right combination of human and technology. This term is also called Contact Centre Excellence to ensure a sustainable customer experience.


The following paper will introduce customer service-oriented people to a new view of point. You will learn some useful tools that you can implement into daily business based on several trends.


Before starting to modernize a contact center, a few questions have to be answered. They will help to take appropriate steps. You can check the three stages for evolving the Contact Centre at TCS.

  • Question: How vital customer service is for you to invest time and money
  • Question: How complex is the product or service will influence the degree of customer support.


Trends in Call Centers Automation


Big Data


Success in customer service results from knowing as much as possible about the customer. In general, Big Data means structuring and analyzing much information’s about customers with large data volumes. The study of Contact Center Network shows that in 2018 about 36 % of decision-makers wanted to invest in this area.
Big Data offers you the following advantagesà Analysing Customer insights, Prediction of customer behavior, Performance of employees.
It is not about just collecting large data volumes. However, you have to apply them correctly.


Omnichannel Communication


A struggling point. New channels will increase in the future, but at the moment, customers prefer traditional channels like phone or email, and classic call centers seem to be valuable. Surveys have shown that about 60 % prefer a phone call for a problem solution. So, at the moment, human to human communication is a trend.


Automation


Automation of processes is one of the central tasks within a company. Especially when it came to calling centers when they spent valuable resources on tasks that could be automated, this area offers excellent potential. But as mentioned before, the crucial point for contact centers is to find the right balance between efficiency and personal support. Therefore, it seems more beneficial if automation takes place at processes at a content dimension. For example, application possibilities could beà Calls that can be recorded automatically and the content evaluated to provide more information in the future. Interactive voice response helps employees to save resources. Call Tracking is a tool that supports the Tracking of contact data for generating leads.


AI

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Artificial Intelligence helps to combine service quality and the optimization of costs. But at the moment, AI is only as intelligent as its algorithms. But the possible application field could be
Intelligent Email-box: All incoming emails can be collected automatically
Intelligent Knowledge Management: This is a solution to share knowledge fast and efficient
Central communication platform: All customer contacts will be managed in one place

Call centers digitalization

To sum up, it has shown that call centers’ digitalization will lead to more contact centers. These upgrades offer various advantages to increase customer loyalty but require significant company changes with higher costs. At the moment, it is already enough when the call center manager thinks about changing current processes and solutions.
Companies that haven’t enough resources to maintain professional customer service may hire an agency. In this field, Katrium can be suggested. They have made further steps to meet the higher expectations of the customer. Katrium offers multichannel communication combined with professional employees.
In this sense, don’t hesitate to contact a contact center to retain your valuable customers.

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