Can you explain to us the evolution
Posted: Sun Dec 22, 2024 8:24 am
Second, Digital Fatigue The rapid adoption of new digital tools has also caused frustration among customers. According to Twilio’s 2022 State of Customer Engagement Report , 51% of consumers report experiencing digital fatigue in the last 30 days. Even more impressive, France is the country with the highest digital fatigue! This study reveals that consumers are not frustrated by technology, but rather by the disconnected experiences they have. Lately, Adaptability After the COVID-19 lockdown, then the adoption of teleworking, the contact center has undergone a massive transformation. Not only has the contact center been increasingly solicited by customers, but it has had to meet new expectations, sometimes completely new, and very often urgent! The adaptability of customer service has therefore become the essential factor in supporting the attractiveness and competitiveness of the company.
Can you explain to us the evolution of contact centers in recent years? When I started whatsapp philippines number working in this field, the contact center could generally only handle one channel. It relied on heavy and complex solutions, hyper specialized to handle either Voice, or Email, or Web Chat. Subsequently, we witnessed an escalation towards automation (IVR, chatbot, etc.), which, under the pretext of customer experience, was mainly aimed at reducing costs. On the other hand, few contact centers have been able to evolve to offer a unified platform. Result: solutions that are increasingly siloed, increasingly complex to manage, costly to maintain and evolve, very little data circulation, and for business teams, more complex to master.
So how does the contact center of 2023 look? We are seeing the emergence of a new generation of solutions, born in the cloud, and which are based on 3 main principles: Transforming the contact center into a growth engine. Today, you can’t just throw a chat or chatbot on your website and say, “Great! We’re going to deliver a better customer experience!” No… the key is to offer the right set of channels, provide consistent service across all touchpoints, and tailor the customer experience to each use case (inbound support, outbound sales, acquisition, retention, etc.). With this in mind, it becomes possible to transform your contact center into a growth engine.
Can you explain to us the evolution of contact centers in recent years? When I started whatsapp philippines number working in this field, the contact center could generally only handle one channel. It relied on heavy and complex solutions, hyper specialized to handle either Voice, or Email, or Web Chat. Subsequently, we witnessed an escalation towards automation (IVR, chatbot, etc.), which, under the pretext of customer experience, was mainly aimed at reducing costs. On the other hand, few contact centers have been able to evolve to offer a unified platform. Result: solutions that are increasingly siloed, increasingly complex to manage, costly to maintain and evolve, very little data circulation, and for business teams, more complex to master.
So how does the contact center of 2023 look? We are seeing the emergence of a new generation of solutions, born in the cloud, and which are based on 3 main principles: Transforming the contact center into a growth engine. Today, you can’t just throw a chat or chatbot on your website and say, “Great! We’re going to deliver a better customer experience!” No… the key is to offer the right set of channels, provide consistent service across all touchpoints, and tailor the customer experience to each use case (inbound support, outbound sales, acquisition, retention, etc.). With this in mind, it becomes possible to transform your contact center into a growth engine.