The voice of contact centres and financial services

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News & Blog

Here you’ll find the latest events and happenings from contact centres in Wales, as well as food for thought from the people who know the industry best.

Is Your Digital Customer Service Just Skin Deep?

Thomas Rødseth, VP of Product and Marketing at Intelecom takes a look at what contact centres can learn from digital transformation.

It’s been popular for a while now to talk a good story around delivering digital customer service. But most contact centres are ducking the real challenges and settling for a skin deep interpretation only.

Are you digital because you offer chat or engage over Twitter? Some certainly hope that the answer is yes. But in the light of true digital transformation, the answer has to be not even close! The evidence of how digital transformation changes things is much more dramatic that a few additional interaction channels.

For a start it allows activities to exist in real time. Digitally enabled customer journeys are open for business 24×7. They allow customers to complete tasks for themselves. Human assistance becomes a point of escalation. Unless needed for emotional, complex or relationship reasons.

Secondly, everything is achievable within the digital domain. A car accident claims workflow can be evidenced, managed and settled without any paper trail when systems are digitally upgraded. The same is true of house purchasing, swapping banks or energy suppliers. Skills and products can be traded at global, country and local community level via messaging apps to create self-contained trading ecosystems that entirely bypass the high street.

Digital transforms the old ways of doing things in terms of speed, effort and availability.  It also opens up entirely new opportunities for connection and trade. Think Uber and Airbnb. Ever heard of 50cyclesBrand GatheringCahootsyCause4ChaserCommuterClubCrowdcube or Flow Energy? They are all part of the same trend that is reinventing value propositions.

What Has This Got To Do With My Contact Centre?

The reason why so much investment and resource has been poured into digital transformation over the last decade is that organisations are still trying to catch up with their customers. Customers adopted digital lifestyles first and the balance of power was forever reset in their favour. Digitally native brands and the endless stream of start-ups that nowadays come from a global network of incubators are trying to close that gap. Even legacy brands are waking up too.

To date contact centres have been a major touch point between organisations and their customers. In truth, they were vital as ways of compensating for pre-digital workflows and journeys. Human glue held it all together. But what happens when artificial intelligence (AI) powered assistance takes over and service design finally makes those clunky interactions so simple that they either disappear or become one touch simple to execute?

In other words are contact centres strategically viable in the long term once all the digital transformation work is done?

One thing is certain contact centres are due for a change. They will have diminishing value as sources of human assistance, once digitally competent customer journeys become the norm. Although the issue of how to keep the human touch in a digitally enabled world is still open for debate and will continue for many years to come.  Their leaders need to be ready for a different way of adding value to the customer relationship. With that comes the need for a new mindset and set of skills more suited to experimentation than conformance.

We think digital transformation is the next big challenge for contact centre leaders beyond decisions about any individual item of technology. So much so that we have written a new whitepaper dedicated to the topic of how digital transformation impacts contacts centres. There is a lot to think about and we have provided plenty of practical tips as well.