The history of contact centres is very old. These were designed and deployed in the early 1960s. Even now, the management models, governance models and standards are still dynamic and well maintained. However, the winds of change of blowing past the old standards paving way for the new ones.
Customer Experience: The New Competitive Advantage
Studies show that, when it comes to transforming digital approach and corporate innovation, one of the principal elements for change in enterprises is determining how to better serve the progressing digital customer base.
It is true that, nowadays, companies get the new directions with inclined technology customers. These are continually trying to enhance their client’s experience with their service capabilities.
For a company, meeting customer’s needs is more important than ever to:
- Provide exceptional client experience creates a competitive advantage.
- Get Exposure to the standard of excellence.
- Create unparallel opportunities for experience innovation.
The shift from on-premise technologies, work siloes, and limited or dated customer channels, collaborative, omnichannel and sharp customer engagement sets a foundation for Contact Centre 2.0. It’s an integrated approach to unified communications solution that helps in collaboration with business clients, teams and contact centre agents.
RingCentral, a leading provider of global collaboration solutions and cloud services, has been positioned as a leader in Gartner 2021 for unified communication as a service worldwide as per recent news of Business wire.
Instancy, Ease & Customisation: On-demand expectations of contact services
While applying the perspective of Contact Centre 1.0 experiences, first determine your customers’ standpoint and how they navigate their world.
For instance, nowadays, if customers want to know the information related to something, they’ll either “Google it” or “YouTube” it. They avoid wasting time manually researching when companies similar to you have already done the work.
As far as convenience is considered, they’ll most likely use apps like Uber or Lyft to travel from point A to point B. And if their commute is more than 5 to 10 minutes away from them, they’ll be most likely to prefer alternative apps to find a car sooner.
Clients are exposed to new user-centric technologies every day and condition them to anticipate faster, more convenient, and customised experiences. It is the basis of Contact Centre 2.0.
The Ultimate Digital Transformation of Contact Centres
In today’s corporate world, digital transformation and adaptation of modern technologies are the biggest trends. It’s a solution that enables a company to compete in today’s digital economy that incorporates everything from processes to systems to policies to product upgrades.
When it comes to an enterprise-wide plan, digital transformation typically occurs under the direction of a single team or group. In terms of customer engagement and customer service, digital transformation can be seen as the foundational change between contact centre 1.0 to 2.0.
Research has been conducted among 500 employees involved in contact centre solutions. The prime purpose of the survey is to introduce the subject of digital transformation. Through this survey, RingCentral learned that the digital transformation of contact centres is in full effects, like how companies work to shape and form digital transformation and modernise business infrastructure. As a part of this survey, RingCentral assists decision-makers in establishing the dots between digital, markets and business strategy and operations.
Digital Evolution Shapes the Future of Today’s Contact Centres
In the study, RingCentral found that 70% of companies adopted a digital transformation strategy involved in the contact centre. The prime areas these companies focused on for digital transformation strategies were digital technology integration (71%) and customer experience (also 71%). In our research on the subject over the years, these two elements are continuous the top two drivers in progressive companies.
The other important aspects of RingCentral research show beyond contact centres to total business modernisation
- 50% of workers look for ways to function their organisation more operationally agile.
- 46% of business leaders want to empower their workforce with the latest tools and technology.
- 33% of business leaders wish to create an environment of leadership.
Cloud Technology Represents the Foundation of Contact Centre 2.0
Contact Centres plays a critical role in any business customer engagement. RingCentral’s study uncovered that 59% of contact centres handle customer services and sales, whereas 37% are solely focused on customer service.
Cloud computing technologies are leading the way with the immense demand for the digital transformation of contact centres across multiple sectors. Cloud technologies help upgrade the way businesses communicate by providing them with a centralised platform in the cloud so that they can connect from any device, anytime, anywhere. It also enhances the work efficiency of contact centre representatives as well as help them communicate, collaborate and connect effectively.
Why Should Companies Switch to Contact Center 2.0?
When asked to determine the top challenges with existing contact centres today, executives share as a complete list why they need to switch to Contact Center 2.0. One of the top challenges of today’s cost centres is improving customer experience and ratings. Besides this, the cost is also a top challenge with contact centres today. Let’s see the collective list that represents a set of challenges faced in contact centre 1.0 and can resolve by switching to Contact Centre 2.0:
- Meet today’s customer’s needs.
- Allow ease of integration with other business applications.
- Auto-upgrade technologies.
- Enhance customer experience.
- Integrate unified communications.
- Better reporting and analytics.
- Empower remote employees.
- Offer scalability.
- Ensure business continuity.
- Reduce overhead costs.
- Improve disaster recovery.
- Enhance contact centre representatives’ productivity.
The company’s success doesn’t have to be defined by yesterday’s standards. It’s determined by the way customers choose to interact with you and, in turn, how you choose to engage them. Transformation isn’t easy, and if it were easy, then everyone could be a part of the process. So, if you want to provide what your customer needs, then contact Workanywhere.
Workanywhere is the trusted partner of RingCentral, and it is well known for providing cost-effective cloud based collaboration solutions. The best cloud business communication system provider unifies all channels, including voice, text, video, and fax. The unified approach connects your business on any device, anywhere. For more details, contact at sales@workanywhere.net.au