Category: Contact Centre.

Customers want fast and effective digital communication experiences. Employees want to be successful problem-solvers and feel valued for their contributions. The challenge is deriving meaning and value from all your data across every source to reimagine experience orchestration and journey design.

Download the contact centre buyer’s guide to delve into a transformative world where the convergence of these capabilities enables elegant, simple, efficient, and agile contact centres.

From chatbots that closely mimic real human beings to conversational experiences where customers can seamlessly transition from one channel to another without a loss of context, immersive CX boils down to one simple idea: people want to be seen and heard, and be treated as the highly valued customers they are, not as a transaction or a ticket.

Contact centres are like call centres in their use of voice communication. However, in contrast to call centres, contact centres also offer communication options through a variety of channels, such as text, social media, and email. Thus, the principal difference between contact centres and call centres lies in the availability of multiple communication channels beyond voice.

Automation, big data, CRM (customer relationship management), hybrid systems, cloud, workforce management and predictive analytics have been the driving force for this innovation and have greatly improved how contact centres manage interactions to improve CX (customer experience).

New and evolving technology has been enabling UK contact centres to rapidly transform the ways they interact with customers. Compound this with evidence that customers are willing to adapt and try new channels in unprecedented ways, and it might seem that human-led contact centre support is becoming redundant.

When it comes to technology, seven years is effectively a whole generation. This paper draws on the experiences of experts to set out practical approaches to enable a more effective procurement process.

Utilising virtual agents in contact centres isn’t exactly a novel concept, but trends towards newer and more intelligent systems have been improving the customer service landscape.

Seen through the achievements of recent award winners and conference keynotes, it is clear just how rapidly UK contact centres are transforming.