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How Does Contact Center Digital Transformation Benefit Digital Customer Experience?




Contact centers’ digital transformation is integral to every organization that aims to boost excellent customer services. Customers expect fast, reliable, and secure communication, hence the need for a platform to meet these needs effectively. These centers are not all about calls but integrating different digital communications and critical elements to boost the entire process. 

As businesses invest in digital transformation contact centers, there should be a lot of emphasis on ensuring it has the critical elements well implemented with the customers in mind. Therefore, any business looking forward to creating such contact centers or improving the existing ones can rely on the guidelines provided here.

Elements of an ideal contact center

Every digital contact center transformation must consider these key elements to ensure it meets the goals and objectives effectively.

  • Omni channel experience

An ideal contact center should have multiple means of communication to enable the customers to communicate through their favorite communication channels. Unlike call centers, contact centers should embrace the latest communication channels and integrate all social media channels such as Facebook, WhatsApp, etc. 

It should not ignore the direct calls and integrate the live calls, which will be suitable when offering services such as directives on using different products. The contact center digital transformation should also consider the customer needs. All the channels should be synchronized to ensure the best service delivery to enable response in multiple ways simultaneously; they should also have notifications to notify the attendants.

  • Extensively use automation

In the digital contact center, there should be extensive use of automation to boost customer response time and offer 24/7 customer response. For instance, automated responses can cover for the agents, such as deep in the night when the agents are not awake. Examples of automated communication strategies include using chatbots for social media platforms such as Twitter and Facebook. 

The other automated communication is the IVR platform which can also cover the live agents. The bots can handle complex issues, such as helping customers fix certain issues. They leave the agents to attend to customer needs, boosting customer services.

  • Voice biometrics

Since machines and automation dominate contact centers, there is a need to establish voice biometrics to identify customers. Biometrics will also help agents identify customers and eliminate those who call for malicious reasons and are not business customers. The biometrics will detect the use of synthetic voices, deep flakes, and replay attacks.

  • Multi-Factor authentication approaches

The authentication approaches boost security status and ensure excellent customer service. This authentication approach should apply to multi-communication channels. 

  • Extensive use of customer data

Contact centers should extensively implement data analytics systems ideal for responding to customer needs. The analytics are critical for identifying customer needs and most asked questions, then creating the best and possible responses to offer the best customer guidance.

The data can also provide deep insights to train live agents to respond to particular needs. Therefore, the business should integrate the virtual cloud storage platform to store the data about customer questions and the best responses. This data can also help chatbots and other automated responders provide the best answers to customers. 

  • Human and live agents

Despite technology taking over and the digital contact centers heavily relying on these digital technologies, there is a need to ensure the human aspects are up to the task. Machines may meet human needs, but sometimes a little human contribution boosts the service quality and establishes deep and critical connections with customers. Therefore, businesses must constantly train service agents to use the technologies available and respond to complex customer needs.

How to integrate the human and digital aspects of the digital customer contact centers

The integration process should occur in three main stages. These strategies should focus on critical goals and achieving the objectives of establishing a digital contact center.

  • Automation

This involves deploying different on-premise technologies to boost customer service delivery. The technologies include communication systems, data analytics, and security. The automation approaches selected should focus on meeting key goals such as cost reduction, boosting efficiency, and offering faster services to customers.  

During the automation process, the company should partner with various service providers and seek the intervention of consultants in different fields, such as communication and customer service delivery. This stage also involves the creation of different metrics to determine the degree to which customers are satisfied with the delivered services. 

  • Customer engagement

This process or stage involves listening to the customer’s opinions about the service delivery and communication processes. It is critical to determine the best communication processes and technologies to meet user needs. It involves the personalization and customization of customer services.

The stage should involve integrating multichannel communication and customer connectivity platforms, identifying the best opportunities to meet customer needs and problem identification, and the potential solutions to boost customer services. Customer engagement should be a key priority for the agents; they cannot deliver without the necessary skills. Therefore, the business should focus on training at this stage to boost human resources skills.

The business should also implement different customer engagement strategies. It ensures customer loyalty and satisfaction with the services delivered and the response process. These strategies will ensure the contact center maintains customer lifetime value.

  • Transformation

The transformation process involves predicting and preventing customer problems even before they occur. The process should ensure the customers are well-informed and their needs addressed instantly. It involves streamlining the Omni-channels, cloud, and hybrid technologies and implementing advanced analytics and cross-functional data strategies.


Digital contact centers are crucial for delivering excellent customer services, hence the need to automate and transform the center effectively. The core principles in boosting digital customer services should focus on automation, customer engagement, and transformation to ensure the process is entirely digital.