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Digital Transformation in Call Centers

EMS CRM call center help, customer service

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Technology has infiltrated every aspect of our lives. From the way we shop to the way we do business, the way we travel to the way we work, and everything in between, technology has significantly impacted our day to day routines. Digital transformation refers to this consolidation of digital technology into all areas of our businesses (and lives, in a bigger-picture way). Because call centers are often on the front lines for communication with customers, we’ve had to be early adopters of digital transformation.

Digital transformation demands that we rethink old methods and respond quickly to the rapidly changing world around us. Technology is changing the game when it comes to customer expectations- the only way to keep up is to embrace an approach to customer service that is as nimble and responsive as your customers.

Digital Transformation in Call Centers

Consistent customer experience across all channels

Once upon a time, not so long ago, businesses dealt with customers largely via telephone in call centers. Today, the customer can approach a business from a multitude of different channels- email, telephone, text, social media (thus the shift from the “call center” to “contact center”). An omni-channel approach allows businesses to keep the customer experience consistent across all channels, track previous customer communication, and operate quickly and efficiently.


Automation is key for saving time and reducing both cost and call volume in a call center. Interactive Voice Response systems (IVR) can be a self-service solution that enables customers to find the information they need to solve common or simple problems. This frees up call center agents’ time, allowing them to focus on more complicated issues.

Although automation is a critical part of a strong contact center strategy, there is no replacement for the human component. Skilled agents are still a necessity for customers who have more complex questions, complaints, or concerns. As advanced as technology becomes, there’s no replacement for the human element in customer service. In fact, according to Forrester, 46% of contact centers are planning for a 5-10% increase in seats this year.

Business Intelligence

Tracking metrics, key performance indicators, and measuring customer satisfaction is vital to growth and sustained success. Business intelligence technologies automatically track important metrics and make it easier to determine patterns, evaluate performance, and discern strengths and weaknesses.

Technology will continue to evolve and create waves in our personal and business lives. Embracing digital transformation and implementing it into a comprehensive, nimble strategy will make riding the waves of change easier and help your business keep up with your customers.

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