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3 key questions to digitally transform your call centre
3 key questions to digitally transform your call centre
Customer service centres used to hinge around the telephone. With customers held in queues and wait times causing high levels of customer attrition, outdated contact technology can make or break a company’s reputation.
The old world of waiting on hold listening to classical music or recorded messages has – or very quickly needs to change. Instead of bottlenecking everything around telephone operatives, organisations that have embraced digital transformation are utilising digital contact to create better customer experiences. These can include email, chat bots, social media, contact forms, and self-help forums. Not only can this approach bring more satisfied customers, it can also significantly reduce the cost of customer service operatives.
The most effective approach to modernising contact centres is to transform in stages: introduce automation, optimise customer engagement, and transform. Here’s the key questions to ask:
By creating optimal channels for your customers to contact you at their convenience, you can create a positive perception of your wider organisation, recruit and retain call centre operatives, and capitalise on the evolving innovations in technology to create cost savings through efficiency.
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