In today's interconnected world, digital transformation has altered the way in which companies and customers communicate. As a result, creating a one-to-one customer experience has never been more important.
Greater expectations
According to a whitepaper from Tata Communications, customers now expect and demand easy access and engagement with companies. If an enterprise fails to deliver on these expectations, however, it could suffer from reputational damage.
It is now no longer sufficient to simply offer a 24/7 service, organisations must allow customers to connect in the most convenient way. Moreoever, the report insists that companies must remember that "people want freedom of choice."
In fact, Forrester Research found that 95% of customers utilise more than one channel in order to communicate with companies. In effect, organisations must consider investing in voice, video, chat, email or social media to provide an effective customer experience.
The power of an intelligent contact centre
As Tata Communications notes, there are reportedly five key components that are crucial for any intelligent contact centre. Richer communications, convenient touchpoints, live customer knowledge, cost-effective touchpoints, and smarter interactions are all vital.
By employing these components, organisations can begin to create an optimum experience for customers. Customers needs and enquiries are becoming increasingly complex, however, which means that any contact centre workforce now require the tools and freedom to resolve more sophisticated issues.
When provided with better information, contact centre agents are able to construct a 360-degree view of a company's customers. Timely feedback also enables agents to access their own quality scores, which in turn allows them to "take control of their own improvement, while a scheduling platform gives them the flexibility to manage their own time and shift preferences."
In order to stay ahead of the curve, enterprises need a powerful, scalable, and agile solution. One such solution is InstaCC Global from Tata Communications, which essentially offers a feature-rich CX suite, including voice, video, chat, WebRTC, email, co-browsing and social.
Looking to learn more? Check out the Top 10 Benefits of Cloud Unified Communications
