Customer Experience is a pervasive question that extends into the world of Contact Centers. Today it is vital for services offered to satisfy the needs of increasingly attentive, demanding and ‘social’ users.
Contact Centers must therefore be seen in a broader perspective than the one used in traditional approaches. This requires companies to make an organizational effort to deepen the partnership between Client and Contact Center, as they both are dependent on technology in order to implement their shared strategy.
A Contact Center is not just a verbal communication window between companies and their customers. Today contact centers use a collaborative approach and represent new horizons of communication as cloud technology and integration of new smart components to support digital communication.
The digital innovation offered by Transcom’s Leonardo 2.0.14 project makes it possible to diversify and personalize the services provided to customers, as well as to support back-end and front office functions to deliver the best possible Customer Experience.
The challenges tackled by the project are:
- How to improve the User Experience through better use of Customer profiles and associated information?
- When to turn to customised systems and build truly tailor-made solutions around profiled customers?
These questions reveal how an in-depth knowledge of customers, based on profiling, is a basic requirement for offering personalised services to improve the customer experience in a new Smart Digital Ecosystem context.