Newsroom
- VADS
- Newsroom
- How Does Digital Transformation Improve Contact Centers?
How Does Digital Transformation Improve Contact Centers?
23 March 2021
Digital transformation is the integration of digital technology into all areas of the business, resulting in fundamental changes in the way businesses operate and the value companies provide to customers. The digital transformation is changing the way companies manage their contact centers. Technology provides insights to interact with customers in new ways and also to improve the productivity of contact center operational performance. The main factor companies must take advantage of this digital transformation is because customers are also starting to switch to digital in carrying out their daily activities. Customers are expected to be able to contact the company anytime, anywhere, and by using whatever platform they want. So it is important for companies to determine their contact center strategy to make it more useful for their customers.
The company's contact center must be able to keep up with technological transformation to provide a good customer experience so it must have a customer service-centered strategy. Companies must think about what technology is used by customers for budget efficiency and also time efficiency in providing services, increasing interaction with customers, and increasing customer loyalty. Some of the benefits that have been felt by the existence of digital transformation in the world of contact centers include:
1. The conversation is carried out automatically
Automation is part of the digital transformation process so that contact center automation can be used to increase the productivity of contact center agents and also to reduce costs. In addition, automation can improve the customer experience, one of which is by using a chatbot or voice bot.
2. Make use of omnichannel channels
A good contact center ideally provides 360-degree service from customers so that they can understand customer wants and needs so as to make customers satisfied with the services provided by the company. Digital transformation can be used by contact centers to integrate all channels they have to provide a better customer experience, but of course, the company must be able to identify the channels that the company's customers prefer. Synchronization in each channel must also be considered so that the customer does not complain about something that he has to tell repeatedly.
3. Make use of data
With digital transformation, it allows your company to get the data obtained from your customers. Digital transformation helps companies get valuable data to improve your company's customer experience. These technologies can provide data about your customer behavior, company perceptions, and your company's customer support services. So that by knowing this data, companies can focus on improving customer experience and also improving services, and improving products and services provided to customers. Of course, it will provide a personalized experience according to each customer.
4. Cost savings
By using digital transformation, it is true that your company will invest in some technology to be utilized, but by increasing productivity and reducing other hardware costs, for example by being able to operate anywhere so that it can save your company's operational budget.
Today's customer expectations are getting higher, they need customer service or contact centers that are more personal, timely, and always on all channels, especially in digital channels. That is the importance of digital transformation to be integrated and to provide comprehensive services to customers. In 2021 and beyond, contact center automation is accelerating, making it important for companies to adopt best practices, or risk falling behind the competition. Technological advances in robotic process automation (RPA), AI, and machine learning (ML) are completely changing the face of customer service.
Discuss your digital contact center needs with VADS Indonesia, Business Process Outsourcing (BPO) in the field of contact centers, and customer experience with professional call center management services that can improve your company's customer support. Immediately consult marketing@vads.co.id for your company's digital contact center which aims to improve contact center services and optimize your company's contact center services.
Related News
19 November 2024
14 November 2024
08 November 2024
05 November 2024
01 November 2024
31 October 2024
25 October 2024
22 October 2024
18 October 2024
16 October 2024
11 October 2024
09 October 2024
08 October 2024
07 October 2024
27 September 2024
24 September 2024
20 September 2024
13 September 2024
10 September 2024
10 September 2024
06 September 2024
04 September 2024
02 September 2024
02 September 2024
09 August 2024
05 August 2024
26 July 2024
23 July 2024
02 July 2024
25 June 2024
18 June 2024
14 June 2024
06 June 2024
31 May 2024
24 May 2024
26 April 2024
02 April 2024
08 March 2024
05 March 2024
01 March 2024
29 February 2024
27 February 2024
23 February 2024
20 February 2024
16 February 2024
13 February 2024
09 February 2024
06 February 2024
02 February 2024
30 January 2024
26 January 2024
23 January 2024
19 January 2024
17 January 2024
12 January 2024
09 January 2024
05 January 2024
04 January 2024
29 December 2023
26 December 2023
20 December 2023
13 December 2023
08 December 2023
05 December 2023
28 November 2023
23 November 2023
17 November 2023
14 November 2023
09 November 2023
08 November 2023
01 November 2023
24 October 2023
17 October 2023
17 October 2023
11 October 2023
10 October 2023
06 October 2023
04 October 2023
29 September 2023
27 September 2023
26 September 2023
22 September 2023
21 September 2023
15 September 2023
08 September 2023
01 September 2023
22 August 2023
18 August 2023
15 August 2023
15 August 2023
04 August 2023
26 July 2023
21 July 2023
04 July 2023
03 July 2023
30 June 2023
09 June 2023
01 June 2023
30 May 2023
26 May 2023
19 May 2023
17 May 2023
12 May 2023
04 April 2023
16 March 2023
09 March 2023
24 February 2023
22 February 2023
14 February 2023
13 February 2023
09 February 2023
31 January 2023
26 January 2023
23 January 2023
19 January 2023
12 January 2023
10 January 2023
06 December 2022
31 August 2022
17 June 2022
09 May 2022
20 April 2022
06 April 2022
01 April 2022
25 February 2022
23 February 2022
21 February 2022
18 February 2022
15 February 2022
11 February 2022
08 February 2022
07 February 2022
04 February 2022
02 February 2022
31 January 2022
17 January 2022
14 January 2022
07 January 2022
03 January 2022
28 December 2021
07 December 2021
01 November 2021
27 October 2021
25 October 2021
18 October 2021
15 October 2021
14 October 2021
21 September 2021
22 April 2021
15 April 2021
13 April 2021
08 April 2021
05 April 2021
26 March 2021
18 March 2021
15 March 2021
12 March 2021
09 March 2021
04 March 2021
02 March 2021
26 February 2021
23 February 2021
19 February 2021
16 February 2021
11 February 2021
09 February 2021
04 February 2021
02 February 2021
26 January 2021
21 January 2021
19 January 2021
14 January 2021
12 January 2021
07 January 2021
05 January 2021
29 December 2020
17 December 2020
15 December 2020
10 December 2020
08 December 2020
04 December 2020
02 December 2020
18 November 2020
16 November 2020
13 November 2020
11 November 2020
10 November 2020
09 November 2020
06 November 2020
04 November 2020
28 October 2020
23 October 2020
12 October 2020
09 October 2020
06 October 2020
02 October 2020
30 September 2020
23 September 2020
19 September 2020
26 August 2020
22 July 2020
23 April 2020
16 April 2020
09 April 2020
26 March 2020
19 March 2020
12 March 2020
05 March 2020
27 February 2020
20 February 2020
13 February 2020
06 February 2020