The contact centre industry is changing, with service delivery expectations increasing along with the pressure to reduce costs. Customers now expect communications and engagement to be delivered via their preferred channels. The bar is being constantly raised, which is regularly highlighted by industry analysts who are happy to shine a light on the performance of contact centres through surveys and reports.
In response to this, contact centres are embracing digital transformation to meet changing customer demands. However, with a wide variety of technology solutions available from a multitude of providers, it can be difficult knowing what options are best for your business.
Digital transformation covers a number of areas, ranging from implementation of new contact channels and the processes required for effective use – helping to reduce costs and improve customer experience or conversion rates, through to machine learning, artificial intelligence and automation.