Home » The key to contact center success is digitalization.

The key to contact center success is digitalization.

 

In the last 5 years , customer service channels have increas significantly .

According to the report “Contact Centers must go digital or die”, prepar by Forrester, the telephone is confirm as the most widely us customer service channel , with 73%.

Interactions with the operator agent are of great value when it comes to increasing user loyalty to the brand, since we must not forget that our company sells products directly or indirectly. Online channels are us as the first point of contact and reinforce multi-channel communication strategies and increase the skills and abilities of the contact center teleoperator.

Contact Center digitalization improves personal attention

77% of respondents in the study say that the most important thing a company can do for them is to value their time and provide them with good online customer service. One-third of chat users and half of Twitter users are dissatisfi with customer service via these channels.

Favorite channel of brand customer

 

The rport therefore shows that digital channels and the telephone channel complement each other and cover, at the same time, different objectives and services deriv from customer service and contact points at different times of the purchasing process.

They must be aware that seychelles email list 16461 contact leads customer service requires increasing investment in digitalization and omnichannel to be able to respond to customer demands from Contact Centers .

Go digital with the customer experience in mind, so that the omnichannel customer can move and switch from one channel to another without difficulty, since what users expect is to start the.

seychelles email list 16461 contact leads

How can contact centers improve their results?

 

Conversation on one channel and change to another, without having to resume the conversation with the operator other appointment date and time suggestions explaining everything again.
Train your agents . Call centers The key contact should invest in training their employees to offer digital, comprehensive and omnichannel customer service solutions. Also in knowlge management, reporting with the new tools thailand phone numbers and methods that are appli in their workplace, for example.
Avoid staff turnover and value agents who are best at performing their teleoperator work . With training, agents will have to be more competent and manage several channels at once to provide the requir response.