Digital transformation of customer service

Changes to agent responsibilities

Agents may be the employee group most affected by the digital transformation of customer service. Agents who are asked to support newly implemented digital channels, like social media and chat, have to learn new skills. Not only does supporting these channels require good writing skills, but agents may also need to learn to multi-task so they can, for example, handle multiple, open chat sessions. Additionally, if more customers are self-serving with tools like IVRs and chatbots, the contacts filtering through to agents will likely have tougher issues, meaning many agents will need to improve their problem-solving skills. This is the type of skill re-tooling common to digital transformations.

Contact center operations

The impact doesn't end with customers. The digital transformation of customer service also extends to contact center operations, where artificial intelligence is automating tasks, improving accuracy, and providing leaders with insightful and timely information. For example, some centers are using AI-assisted forecasting software, which uses logic to pick the best algorithms for their specific, often complex situations. AI and NLP are also transforming quality and compliance functions, by enabling software to review 100% of contacts and flag the ones that need further review. These new digital tools often require changes to processes and staff responsibilities, one of hallmarks of digital transformations.

Customer experience

The digital transformation of customer service means more convenience and choice for customers. For example, many more customers can receive 24/7 support by talking to IVRs that use natural language processing (NLP) or chatting with AI-powered chatbots. This allows customers to perform tasks like checking their account balances or rescheduling appointments whenever they want. Additionally, technical innovations have created more digital channels, such as messaging apps and video chat, that consumers can use to interact with businesses. Allowing more customers to get support on their own terms means an improved customer experience.

NICE CXone is leading a new era of Smart Digital Conversations by eliminating traditional barriers to exceptional omnichannel customer experiences with new innovations across your contact center operations. To learn more about our philosophy, watch what Vit Horky, Sr. Director, Digital Experience at NICE has to say about three key ingredients for successful digital transformation of customer service.