When you close your eyes and imagine a contact center, what do you see? Is it a dim and dusty room filled with rows of headset wearing agents, half-heartedly responding to customer complaints? Or, is it a buzzing and dynamic environment equipped with 21st century customer engagement and analytics technology that empowers businesses to predict customer needs?
If you saw the second scene, welcome to the digital age – and new reality – of the contact center. If you saw the first, it’s time you joined the rest of us.
As companies increasingly adopt an omnichannel approach to customer engagement, new levels of importance are being placed on the contact center’s ability to analyze the data coming from every channel.
But, if the cost of going digital still seems to outweigh the benefits to your team, here are three reasons why you should reconsider.
The reality is that it doesn’t end. Post-sale data is just as pertinent to pre-sale strategy as audience segmentation. Therefore it’s critical that contact centers make a space for themselves at the table. Without omnichannel contact center data, executives have only a limited view of customers, which can negatively impact a brand’s overarching strategy.
Learn more about how omnichannel is driving contact centers to go digital.