Digitization has gained momentum. Consumers have also embraced digitization en masse. That means quite a bit for you as a customer contact manager. In this blog, Rob Wegdam, founder of Contact Center Live, talks about how you as a customer contact manager can keep your head above water in that acceleration.

Gear

According to a McKinsey study, the coronavirus outbreak has accelerated digital transformation by seven years. Even within e-commerce, where digitization is at the forefront, development has accelerated by a factor of 3. That means consumers have also embraced digitalization en masse. But we see this acceleration all around us. I recently read an article on LinkedIn. Because of COVID-19, there has also been a huge acceleration in the use of the number of social media channels for customer contact. From Facebook to Snapchat to Instagram to Whatsapp, people want to be able to connect with an organization in a variety of ways. Of course, it is very important that you regulate that very well within your organization. With a modern tool, you can manage all those contacts centrally. It is not only important that you can see which channel an employee has used to contact you, but also that your customer feels that he or she is dealing with an organization that understands how to deal with such a channel.

Targeted search

Developments happen so fast, as a customer contact manager it is important to keep up. As a doctor, pilot or driving instructor you have to keep up with the latest developments, but as a customer contact manager you do not. But as a customer contact manager, you also need to maintain your credibility. In doing so, you can of course choose to attend online seminars, webinars or online trade shows. That is at least one advantage of the corona crisis. We used to have to go out all day to visit trade shows and scour all the booths until you found something that was of interest to you, now you can search very specifically by topic. For example, the Customer Service Federation regularly has interesting online expert sessions on various trade-related topics. Their knowledge base is also a source of inspiration.

Keeping up

In addition to actively looking for subject matter information yourself, it is also important to choose a modern application. An application that grows with you and does not stand still. And don’t just choose an application, a product and a license, but also look at the organization behind the application. Choose an organization that understands you and can advise you on certain processes.

Curious?

When you use our application, you get all the functionalities with it. If something new is added, we will inform you about it. This way you can be sure that you never stand still and that the application never becomes obsolete. With Contact Center Live you choose for 150 years of customer service experience. We are a good partner that not only helps you create the optimal customer experience, we also help you keep up. Subscribe to our newsletter here and we’ll send you a piece of inspiration every two weeks.