A lot has been said about the impact of digital channels on call centres. Customer Experience leaders worldwide are walking through the maze of Technology Stack and putting together the pieces of jig-saw puzzle called “Omni-Channel Customer Experience” while balancing the costs on the other hand. Contact center technology has been evolving rapidly and digital transformation projects for Contact Centres started to pick up pace sometime back and have gained traction.
“Leave no doubt, Customers have the right to be served with least possible touches and effortless query resolution through the channel of their choice” – A compelling argument for such projects to be taken up by customer experience leaders. These same leaders found easy takers within the organization to implement the digital transformation projects in contact centres due to a simple logic proven time and again – Voice is the most expensive channel for handling customer queries.