How can customer service leaders meet increasing expectations for delivering great customer experiences while keeping operational costs in check? Hiring more agents is only part of the equation. The other part is to use advanced digital technologies to modernize contact center operations, reduce costs, and boost customer engagement.
Here are some suggestions compiled by Forrester Research on how to remake the contact center into a customer engagement center:
- Make self-service more interactive with chatbots. Adding an option for live conversation can help customers that might be getting “stuck” in self-service.
- Examine the customer’s digital journey. Use analytics and other methods to track customer behavior on websites and mobile apps. Finding pain points that may be driving higher call volumes, and explore ways to make the customer journey better.
- Add robotic process automation (RPA). These bots can simplify and streamline routine processes like customer onboarding, which reduces the cost per customer and leaves agents free to handle exceptions or complex inquiries.
- Give your agents virtual assistants. Agent-facing bots can help agents perform better by shadowing conversations and proactively suggesting next steps to resolve calls quickly and successfully.
- Use AI to optimize resources. Essential behind-the-scenes operations like call routing and field service scheduling can be offloaded to AI-based processes that speed up performance while also analyzing trends to develop further service improvements.
Using one or more of these digital transformation strategies can help contact centers maximize their customer service performance while keeping operational costs under control.