Event Recap: Digital Transformation of the Contact Center: Industry Leaders Gather to Discuss New Trends Facing the Contact Center and Ways to Adapt.

It’s a hot topic for many CIOs, CTOs and Contact Center Leaders: Digital Transformation.
A few weeks back, in the Geekdom event center, Helpsocial, along with partners SpiceCSM and inContact, hosted a lively discussion about this very important issue.

For the purpose of the panel discussion, the conversation was focused on the profound and accelerating transformation of business activities, processes, competencies and models to fully leverage the changes and opportunities of digital technologies and their impact across society in a strategic and prioritized way.

The panel, moderated by HelpSocial’s Hector Leal, included Cheryl Coppens of TruSource Labs, Shanttel Stowers, of Citi and Jim Iyoob, of E Tech Global.

After a round of introductions, Hector jumped in and covered a lot of ground specifically around latest technology innovations,  the future of the contact center, and bridging technology needs of millennials with those of other customers.

  • Key Takeaways from the session include:
    Serve your customers where they prefer: It’s not up to the contact center to dictate how customers should talk to them. Either adapt or lose customers. New technologies, such as artificial intelligence, are helping to get customer service issues resolved more efficiently . Tools like social media, chat and messaging apps will soon harness AI and help businesses work smarter.
  • Adapting is challenging, but it doesn’t have to be: Most companies want to make big, sweeping changes all at once, which takes more time to accomplish. Companies should spend time on User Experience and Product Design, thus decreasing the need to help customers fix issues. Design your technology to fit what your customers want and need and test your theories before design to maximize efficiencies.
  • The  future of the Contact Center: Our panelists gave some insightful predictions for the next 5 to 10 years in this quickly changing industry. 1. Mobile is the future and customers will use mobile devices to purchase and provide feedback more than before. 2. Remote work location for contact center workers will become more mainstream. 3. Cloud infrastructure won’t be a nice-to-have for contact centers and interoperability will be the linchpin for enterprise ready systems. 4. Higher Education Institutions will recognize and help to further legitimize certain customer service roles by offering them as accredited areas of study.
  • What about Metrics? Our panelists warned to not get brand metrics confused with efficiency metrics. If you use NPS, examine your detractors, find trends and make changes. Use social media and non-voice data  to find trends and compare sentiment with other traditional metrics.

All in all, it was an afternoon well spent with some incredible smart experts. If you have questions about how your contact center should be approach the fast onslaught of digital transformation and how your customer experience might be impacted, please reach out.