The call center transformation is essential to accompany the growth of any type of business. Taking advantage of the unique capabilities of artificial intelligence to offer unmatched experiences and stay competitive.
However, many companies do not take into account the real situation of the contact center. The advantages and opportunities that the digital transformation brings or having agents that offer empathy in their interactions.
To make the most of these opportunities, it is essential to implement innovative technology to meet the changing demands of customers. Tools that allow companies to boost their digital transformation in an intelligent way and with efficient conversations.
Current real situation of the contact center
The current situation of the contact center is to enhance the digital transformation, led by customers connected 24x7x365. They demand intelligent and proactive self-service, instead of talking to a call center agent.
Moreover, when they request escalation from an agent, they want added value through an empathetic conversation. That really demonstrates knowledge about their preferences. Hence integrating services of collaboration between agents, clients and technology to optimize the customer journey.
Omnichannel contact center software to lead the digital transformation
Digital transformation is the top priority on the CEO’s agenda.
This transformation translates into the need for a single customer journey. Also in the opportunity to collect all kinds of data to personalize the customer experience. Additionally applying business intelligence on the information collected, and integrate it into all business processes and areas of the company. Increasing digital customer engagement and boosting new business opportunities.
Empathetic interactions and agents with greater capacities
Intelligent self-service and 100% conversational interactions are essential to lead change in companies.
However, if the request is complex or the customer so desires, escalation to a sufficiently qualified agent should take place. In addition, the agent must offer empathic communication from start to finish. That not only satisfies their requirement, but also connects with the client’s feelings. The client must feel the added value of being transferred with a real agent.