Digital Transformation – These two words strike terror into the hearts of veteran employees. People who have worked for a long time in a particular industry, generally, do not like changes. Any deviation in the way business is carried out, directly impacts their comfort zone. And, when it is simply not a change but an overall transformation, the fear factor is expected to be higher.
In most industries, digital transformation has been received well albeit with mild resistance initially. However, many employees that exclusively cater to customers still have certain doubts about it. One of the biggest reasons for their apprehension is due to their belief that customer support is much more personal than other tasks. They do not think customers can be best served by digital solutions and worry about a void being created between both parties.
In most industries, digital transformation has been received well albeit with mild resistance initially. However, many employees that exclusively cater to customers still have certain doubts about it. One of the biggest reasons for their apprehension is due to their belief that customer support is much more personal than other tasks. They do not think customers can be best served by digital solutions and worry about a void being created between both parties.
Don’t Worry; Digital Transformation Is Not a Monster
Most definitely, digital transformation will bring about a major change in customer support companies; however, it is not a monster that it is made out to be. It is still possible to keep the elements that work well in contact centers and complement them with digital solutions. Integrated CRM with call center software is a great example of digital solutions that can change the way operations flow.
Most definitely, digital transformation will bring about a major change in customer support companies; however, it is not a monster that it is made out to be. It is still possible to keep the elements that work well in contact centers and complement them with digital solutions. Integrated CRM with call centers India software is a great example of digital solutions that can change the way operations flow.
Quick access to customer’s data along with call history can be the difference between a satisfied customer and a failed call. Also, better analytics provided by latest software solutions supersede most manually created spread sheets by managers working in the BPO industry. Live tracking of calls along with AHT, CSAT scores and other quality parameters ensure the integrity of operations is maintained. Several outbound telecom billing services provider use transparent data access, which eliminates doubts about sanctity of data.
Most definitely, digital transformation will bring about a major change in customer support companies; however, it is not a monster that it is made out to be. It is still possible to keep the elements that work well in contact centers and complement them with digital solutions. Integrated CRM with call centers India software is a great example of digital solutions that can change the way operations flow.
Quick access to customer’s data along with call history can be the difference between a satisfied customer and a failed call. Also, better analytics provided by latest software solutions supersede most manually created spread sheets by managers working in the BPO industry. Live tracking of calls along with AHT, CSAT scores and other quality parameters ensure the integrity of operations is maintained. Several outbound telecom billing services provider use transparent data access, which eliminates doubts about sanctity of data.
Why Human Touch Is Important for Present and Future of Call Center Operations?
In the above mentioned cases, we can see how digital solutions directly improve call center operations without removing the personal touch. But, there are operations that are best left managed by humans. Right now, we do not have any software that listens to calls and rates an employee’s interaction with customers. However, even if we get one anytime soon, it is better to leave this task solely in the hands of quality assurance experts. The reason being, personal interactions and their contexts are simply too intricate to be deciphered well by Artificial Intelligence (AI).
Maybe in next 100 years, AI would be at parity with the human mind, but until than humans are the best interpreters of human emotions, and we should leave it like that. In the present situation, a call center outsourcing company can leave management of breaks, voice and accent training and other personal tasks in the hands of humans for best results.
https://telecom-billing-and-oss-solutions.weebly.com/outsource-contact-center.html
https://vcarecorporation.hatenablog.com/entry/Back-Office-Outsourcing-Services
Maybe in next 100 years, AI would be at parity with the human mind, but until than humans are the best interpreters of human emotions, and we should leave it like that. In the present situation, a call center outsourcing company can leave management of breaks, voice and accent training and other personal tasks in the hands of humans for best results.
https://telecom-billing-and-oss-solutions.weebly.com/outsource-contact-center.html
https://vcarecorporation.hatenablog.com/entry/Back-Office-Outsourcing-Services
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