How digital meets human
Contact centres globally are facing tough challenges. With increasing competition, limited budgets, disruptive innovations, and more, contact centres are seeking new strategies and technologies to better serve customers and increase conversions and revenue.
This white paper explores a critical factor to increasing revenue in contact centres: the integration of a digital platform. If a digital platform is properly integrated, it can guide agents during customer interactions and sales opportunities and determine the success of c-stat, NPS, conversions, and revenue. An effective integration will deliver a high quality customer experience, while developing customer interactions toward opportune moments for cross-selling and upselling.
This paper also explores the limitations of current approaches to revenue generation. These limitations include the misuse of technology effectively automating the customer away; missing opportunities to increase NPS and customer loyalty; and forgetting about the vital roles agents play in the customer interaction. Understanding these limitations, and the effectiveness of an integrated solution can position call centres to generate greater revenue and cultivate a high level of customer satisfaction.