We are at a time when we can firmly state that digital transformation is here and is here to stay , changing and shaping the relationship between customers and companies in its wake .
Spain , in this area, tries not to be left behind and is ranked 14th (out of 28 countries) in the Dossier of indicators of the Digital Economy and Society Index . This revolution involves not only the emergence of new business models , but also the adaptation of those models that already exist . Within this scenario and as it could not be otherwise, Contact Centers are no exception . When carrying out their digital transformation , they have to face several challenges. We refer to the different ways of learning new concepts that have emerged today, to organizing meetings telematically and even to the need to review decision-making processes .
Furthermore, we cannot forget the various technological advances that are emerging . For example, the Internet of Things is in full swing . With this scenario , we can imagine that, at some point, probably not too far in azerbaijan phone number the future, machines will be in charge of contacting Contact Centers , without the need for any human intervention . This is why we must consider future scenarios and develop plans to avoid problems.
Speaking of technology, we have to consider the one that has a direct and internal effect on Contact Centers. We can consider what effects Artificial Intelligence or even Virtual Reality will have on our customer service . The path is still to be defined and, by making use of these new methods , our obligation is to continue providing the best customer service possible .
In conclusion, we can say that Contact Centers still have a lot of work to do to achieve the digital transformation that is expected of them. But they must never lose sight of what has been their highest priority: satisfying the customer, improving their experience and exceeding (or at least meeting) their expectations.