The document discusses the modernization of contact centers through digital technologies, highlighting three stages: automation for cost efficiency, optimization for customer engagement, and transformation to enhance the customer experience. It emphasizes the importance of upgrading contact centers for organizations with complex product offerings and critical customer service needs. The aim is to improve agent productivity, customer satisfaction, and ultimately drive new revenues.

1. Aug 2017
Reimagining the
Contact Center with
Digital Technologies
Natarajan Baskaran
Global Practice Leader CX, Digital Interactive
Rohit Kale
Global Head, Microsoft Dynamics Practice

2. Keeping Up With Customers
Modern contact
centers are busy
units supporting
billions of customers
These centers are
vital touch-points for
organizations
Technological
advancements can
help improve services
and reduce costs

3. Upgrade your contact center if:
Customer service is critical to
your company’s success in the
market
Who Should Focus on Upgrading?
Product offering is complex and
demands high-touch
hand-holding
Customers depend on the
continuous operation of
products and services

4. Three stages of contact center modernization:
Upgrading the Contact Center
Stage I: Automation to improve
service and cost efficiency
Stage II: Optimization to
increase customer engagement
Stage III: Transformation to
refine the customer experience

5. Stage I: Automation
Basic automation reduces reliance on
high-cost engagement channels
Use automations to streamline
workflows and improve agent
productivity
Consolidate your contact centers to
unleash further cost savings

6. Stage II: Customer Engagement
Ensure your agents are satisfied so
they can provide better service
Train your agents to engage with
customers across channels
Track relevant metrics to measure
agent and customer satisfaction

7. Stage III: Transformation
Aim to make your customers’ operations
more efficient
Find ways to anticipate customer problems
instead of responding to them
Cultivate a passion for solving problems to
transform your contact center

8. Build A Better Contact Center
Enhance your
contact center’s
capabilities to
bring in new
revenues
Use technology to
reduce costs
while increasing
customer
satisfaction
Train your agents
to be more
proactive and
better support
your customers

9. Copyright © 2017 Tata Consultancy Services Limited
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Reimagining the Contact
Center with Digital Technologies