STRATEGY, TRANSFORMATION, CONSULTING
Building Digital Contact Centre of the future
Take Customer Experience to the next level with Hyper Automation, Analytics, AI, Speed and Cost Efficiency.
When people envision call centers, they often conjure images of numerous agents donning headsets, occupying rows of computers in a dedicated office space. However, the traditional on-premises call centers of yesteryears are steadily giving way to a more contemporary model, where agents operate remotely from the comfort of their homes. These remote agents are not confined to handling phone calls alone; they adeptly manage live chat messages and various other communication channels. In this modern paradigm, the workspace is free from the clutter of cables, landlines, and desk phones.
This transformation stems from the widespread adoption, and in many cases, the transition of businesses to digital contact centers. These digital contact centers represent the cutting edge of customer service operations, enabling companies to offer seamless support across a range of communication channels, marking a departure from the conventional phone-centric approach.
Conventional On-Premises Call Centres
Business leaders have long understood the pivotal role played by contact centers, not only in enhancing customer service but also as a vital sales channel. However, the COVID-19 pandemic has cast a spotlight on their significance, elevating their status in the broader economy and society.
In the conventional setup of contact center operations, where a significant number of employees work in close proximity, the enforcement of appropriate social distancing measures has proven to be a formidable challenge. Consequently, companies have been compelled to devise strategies that enable them to uphold the highest standards of contact center operations while also prioritizing responsible work practices aimed at safeguarding the well-being of their workforce.
In response to this multifaceted challenge, numerous leading organizations have seized the moment to reassess the very essence of their contact centers. They have embraced this opportunity to accelerate and implement innovations that were originally slated for the distant future. For these forward-thinking organizations, the act of reopening goes beyond merely resuming operations; it entails a complete reinvention of their business models.
Navigating Contact Centers Amid Uncertainty
Digial Contact Center Guide, Design and Implementation whitepaper.
In preparation for a future where businesses face the ongoing challenge of navigating uncertainty, organizations must proactively envision the contact center of tomorrow, even in the present moment. This entails forward-thinking strategies that encompass new capabilities and innovative approaches to work, facilitating sustainable operational transformations over the long term.
Leading businesses with exemplary contact center operations are increasingly turning to cloud solutions to unlock a multitude of capabilities that not only enhance customer service but also support their workforce. Leveraging cloud technology, these organizations are deploying advanced, integrated CRM (Customer Relationship Management) and Service Management platforms.
These platforms serve as the bedrock for a new era of digital features, including self-service portals, chatbots, and natural voice telephone services, all aimed at delivering exceptional customer experiences and streamlining employee roles.
Migrating Contact Centres Into the Multi-Cloud
A digital-enabled contact center is a type of communications solution that’s designed to let teams like Customer Support and Sales handle high volumes of conversations with customers. These include conversations over the phone, Video, live chat messages, SMS/MMS messages, email, Social media and more.
Unlike traditional on-premises call center software or contact center software, digital-enabled contact centers can be set up remotely online, and can support distributed teams of agents who work from home.
Digital-enabled contact center technology is also different from on-prem contact center solutions in that it’s generally much more flexible and scalable.
What is a Digital Contact Center?
Next Generation Contact Centers (NGCC) are dynamic, cloud-ready customer engagement hubs designed to holistically manage an organization's customer interactions. They empower businesses to deliver profound and context-rich customer experiences.
NGCCs shift the paradigm from static customer data to the generation of real-time insights, equipping contact center agents with the tools for enhanced effectiveness and efficiency. Unlike traditional call centers that primarily rely on phone interactions, NGCCs engage customers through an array of channels, including web chat, voice, social media, email, video, and the traditional phone/voice communication method.
NGCCs represent the evolution of customer interaction centers, offering multifaceted engagement options. These centers extend beyond the limitations of traditional call centers, enabling organizations to interact with their customers through diverse communication channels, fostering greater flexibility and efficiency in customer engagement.
What is the Next Generation Contact Center / NGCC ?
Next-Generation Contact Centers represent a cutting-edge evolution in customer service, driven by seamless AI-powered solutions. These centers are dedicated to providing hyper-personalized responses to consumers in real-time.
Leveraging the capabilities of Artificial Intelligence, advanced analytics, and automation technologies, next-generation contact centers elevate the customer experience to new heights. They introduce a contextual dimension to customer interactions, equipping Communication Service Providers (CSPs) with intelligent tools to expedite call resolution and enhance customer satisfaction.
Next Generation Contact Centres - Key features
AI-Enhanced Customer Engagement Centers
In today's digital landscape, businesses can harness the power of social media like never before. Customers frequently share their experiences with businesses on various social media platforms.
To foster customer engagement, contact centers can ethically mine the social media activities of their customers while respecting their privacy. Striking the right balance can be challenging, but by employing effective queries, maintaining active communication with consumers, and valuing their feedback, contact centers can deliver hyper-personalized real-time customer service that meets the demands of the modern era.
Next Generation Contact Centres - Key Features Harnessing the Power of Social Media
These solutions facilitate two-way communication with chatbots or IVAs (Intelligent Virtual Agents), streamlining interactions and yielding significant time and cost savings.
Enhanced Efficiency with Chatbots
Businesses can now provide hyper-personalized solutions, elevating the overall customer experience by tailoring services to individual needs.
Hyper-Personalization
Next-gen IVR systems offer automated digital assistance, ensuring smoother interactions and more efficient issue resolution.
Revamped IVR Systems
Contact center operations leveraging these solutions typically experience higher NPS scores, indicating greater customer satisfaction and loyalty.
Elevated NPS (Net Promoter Score)
Implementing these solutions leads to a substantial reduction in average call handling times, enhancing operational efficiency.
Reduced Call Handling Time
Businesses can capitalize on improved cross-selling and upselling opportunities, driving revenue growth.
Optimized Sales Opportunities
These solutions contribute to a reduced cost-to-serve, resulting in more economical customer support operations.
Cost Efficiency
Lower agent training costs are achieved through improved tools and automation, making onboarding and skill development more efficient.
Streamlined Agent Training
Next-Generation Contact Center Solutions usher in a transformative era for businesses, shifting the focus from mere data to insights-driven operations. This strategic shift enhances both customer and agent experiences, promoting a more efficient and customer-centric approach.
Some of the key solution features include:
Next-Generation Contact Centers (NGCC): Delivering Business Benefits
In facilitating businesses' transition to the contact center of the future, CIOAdvisory.ai has developed a comprehensive roadmap.
This roadmap provides a clear and expedient path for defining a robust contact centre strategy and roadmap for future.
How CIOAdvisory.ai can help to transition and transform to Digital or NG Contact Centre Platforms
Our Services
Conducting a workshop involving pertinent stakeholders to establish a shared vision for the future state and ensure alignment.
Vision and Desired Future State (Decide Digital Contact Center or NGCC)
Collaborate closely with key stakeholders to streamline processes and reevaluate the target operational model for the Digital Contact Center or NGCC.
Business Process Refinement and Goal-Oriented Operational Framework.
Establish core guiding principleshttps://docs.google.com/spreadsheets/d/1BbfVDS6_V9phDi5O6HOInZBlBmJBghiAZcdayqFMZpg/edit?usp=sharingfor shaping recommendations and outline a strategic roadmap for the deployment of capabilities.
Future State Roadmap and Planning
Utilize existing processes and the envisioned future state to collaboratively define the desired target state enterprise architecture (EA) for the Contact Center.
Freeze Requirements, Enterprise Architecture, and Integration methodology,
Develop a comprehensive business case (investment proposal,) including a cost breakdown and Return on Investment (ROI) analysis, to support funding requests.
Build a Business Case (Investment Proposal)
Chart existing end-user journeys and transform target state capabilities into operational processes for both customers and agents, Construct reliable LLM-Ops frameworks to deliver scalable, responsible AI insights efficiently.