people working in a call center

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 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.


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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.

Outsourcing translation services

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Outsourcing translation services is a key changer. All companies working on the Internet or offering their services in different countries know the translation service’s importance. It is essential to decide whether the best option is to outsource the translation service or not.

If we leave this type of service in the hands of professionals, we avoid investing too much time in tasks that are not the company’s main ones.

Having a specialized team for translating content at our disposal every time we need it can help the company. Also, it can be an international or national company, and without the need to hire.

Large international organizations, such as multinational companies, have always had their translation services. The outsourcing of translations was an exceptional measure.

However, over the last couple of decades, certain outsourcing activities began to occur in those tasks that were not the companies’ principal activities. Despite appearances, this was less costly than maintaining one’s service. 

Something similar has happened with translation services: few multinational companies maintain their department for translating content and instead tend to outsource the service. 

In the beginning, translation services mainly hired freelance translators. However, as the translation market has matured, translation companies have gained weight. Now, there are even large translation multinationals. 

All this does not mean that there is a conflict between freelance translators and companies. Of course, companies employ freelance translators. Today, many freelance translators work mainly for translation companies and no longer for their customers.

Within the production of a document, the most expensive part was printing. Still, this has changed with the Internet: the publication or distribution of a document over the Internet no longer involves a high cost of great technical complexity. Consequently, translation becomes the most expensive and technically complicated part of the process. 

Benefits of outsourcing translation services

  • When you outsource a translation, you only request an agency or platform’s services when it is really necessary. In these cases, the translators are freelancers and have their equipment and software. With this intention, the client only has to worry about sending them all the files and explain what the purpose of the translation is. 
  • Usually, translators specialize in a couple of languages from which they translate into their mother tongue. Suppose a company wants to reach several foreign markets. In that case, it needs to translate the message into each of the languages of those countries. When outsourcing translations, you have many translators available for translating content. However, a single in-house translator cannot satisfy this demand.
  • Another key to getting useful translations is that your translator specializes in one or more fields or disciplines. They must master the terminology and know how to adapt the source text to the target language. By outsourcing these services, the client can reach excellent quality translations in any sector.
  • In general, a translator on staff usually has a fixed schedule, vacations, and business days of their own. They can not take on jobs that occur on weekends or holidays. Translators can not take on urgent assignments if they are completely overloaded. Outsourcing is an excellent ally in these cases. 

Final thoughts

When a company needs translators for translating content, it no longer considers incurring the costs of hiring them—instead, outsourcing works, giving immense benefits, and ensuring quality results in translating content. To move forward, companies need to innovate and reinvent themselves and change those ways of working that are already outdated. In this case, outsourcing translation services to Katrium would be a great idea. They will offer tailor-made translations for customers worldwide.

Basics That Power the Modern Contact Center

Instead of talking about the cool and new tools, this blog post introduces a series about the basics for modernizing the contact center. It’s been intriguing to see the removal, or maybe, more accurately, the reduction of cursive writing from the school curriculum. It’s not sure that millennial sons can read or write in cursive, but we know they communicate very well. Even if grammar and spelling are automated, and they use modern tools to connect, they still use words to convey meaning. To bring it back to the contact center world, we help contact center leaders as they try to improve their operations, engage with their customers in different and powerful ways, and essentially looking to remodel. It’s fun to have conversations in those contexts about artificial intelligence and cloud technologies that are actually real. However, since work to match those tools with all the clients’ business needs, we continue to find out that my clients need help with the basics. If you’re one of those fighting with basics, don’t be ashamed because you are in some amazing company. 

attrezzatura, aula, banchi


Routing regards connecting the right work with the right resource at the right time, so it’s a match game. Reporting concerns proving that something got done and also how it got done. It lets you focus on improvement based on data and reward goodness. Resources support who, or what does the work in your business. The start of machine learning in the natural language understanding world has made this third “R” about way more than people. These domains will make up my basics series: 

  • Foundational routing patterns
  • Best practices for contact center data
  • Omnichannel blending models

While each domain has its own and techniques and basic rules, one of the basics most forgotten is that you must line reporting, routing and resources for your contact center to run. You shouldn’t change one if you don’t consider the others. 


To kick off the series, we have to talk about the basic that underpins it all – knowing what you’re trying to do. To pick the best “for you” practices, let’s start with these questions:

1. What are your success metrics for remodeling your contact center?

These are the ones that make you act, not just report on them.

What has the priority on a bad day? Something always gives when push comes to shove. What is it?

This is often untold, but everyone “knows” what to do when things go south

3. What are your astrictions?

Considerations here can often be legal or contractual demands. However, another important question to ask is if you have low volume work that can’t be overrun by high volume work.

The way you answer these questions gives you the structure for how to set up your resources and what you need to report on. One note: When I work through this with my clients, there’s sometimes a dissonance between the spoken and unspoken purposes. If you think it’s true, resolving that is a big next step. It makes your design of advanced skills as well as any clean up of your foundations meaningful. 


The automation and predictive skills coming with AI and cloud deployments are awesome. You’ll be surprised by what’s possible to make personal your engagements, unleash your employees so they wow you and your customers. These helpful new tools are not an or to your current operations — they’re an and. They base on a solid foundation in routing and reporting, and they interface with your resources. So, while you could not write your notes in cursive anymore, I bet you still use words. The basics for remodeling your contact center will always apply.

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