Intelligent contact centre solutions: this is how it’s done
Professional customer contact today is characterised by four clear pillars. Firstly, the number of customer contact moments is increasing significantly, and secondly, we all want to further increase customer satisfaction. After all, that is what today’s consumer is asking for; we have jointly raised the bar continuously. This is partly due to our rapidly changing society in which digitalisation is quickly playing an increasingly important role. At the same time, it is very desirable that costs decrease. And fourth, we want live agents to be able to deliver more added value.
For example, if this contact centre agent works at a newspaper’s customer service department, he will not be happy to receive 10 calls in one morning indicating that the paper wasn’t delivered that morning. It is important and desirable to keep this employee deployable in a sustainable and vital way. That is why it is necessary to remove these types of simple processes, such as the example of a newspaper not being delivered, away from human employees made of flesh and blood. As a digital worker, a chatbot is, for example, perfectly capable of handling these types of issues correctly.
Win-win situation
By looking at the design of your customer contact centre that way, you save costs, your employees will be happier, you will reduce sick leave and other absenteeism, and your customer is better served than ever. Once you have properly set up this customer contact centre landscape, your customer or prospect will be served exactly via the right channel. Sometimes this can be via chat, another time via email, and the next time via personal contact on the phone. Every interaction depends on de customer’s wishes based on a certain situation. After all, when you order a new headset for your smartphone, you will want different advice, in a different way and preferably via different channels than when you ask for advice regarding the design of the funeral card in connection with your father’s death.
About DDM
At DDM Consulting, we understand that a 'one size fits all' approach is unthinkable when it comes to choosing a customer contact platform. After all, every organisation is unique! That's why we offer you a wide range of renowned contact centre solutions, and provide advice based on over 20 years of experience in customer contact.
Evolution, not revolution
Together with you, we’ll evaluate your current contact centre processes and your requirements for the new platform. We’ll advise and assist you in developing more efficient workflows, driven and supported by AI wherever possible. Based on your priorities, we’ll create a dynamic roadmap that makes the transition to a new, improved contact centre manageable.
Proactively embracing cutting-edge technology
This roadmap remains central to the project, even after the new platform is up and running. It evolves with changes within your organisation and developments in contact centre technology. Our experts assess every new release to determine its value to you as a customer. They take the initiative, ensuring you always have the relevant knowledge at your fingertips.
Creative solutions for better customer contact
And if you're looking for specific functionalities that aren't (yet) available on the chosen platform, there is plenty of scope for in-house development of add-ons tailored to your needs. Our team possesses the business and technical expertise to achieve the maximum potential, even if you've opted for an out-of-the-box solution.
DDM Consulting provides the proactive and creative approach to your CX evolution!
