Digital technology and customer service – 5 ways contact centers have had to adapt
In many ways, digital technology and customer service are a match made in heaven. Customers value the convenience of digital channels like chat, email, and text, and businesses have found ways to make digital customer service efficient and a boon to the customer experience. Most consumers now expect businesses to provide digital channels and many organizations have stepped up to the plate accordingly.
But the marriage of digital technology and customer service hasn't necessarily been an easy concept for contact centers to adapt to. Offering digital support the right way means transforming call centers into omnichannel contact centers. Operations that once handled only inbound phone calls now support more novel contact types such as social media and text messaging (SMS).
The implications of combining digital technology and customer service affect just about every aspect of a contact center’s technology, processes, and staff. Here are some examples of the required changes: