{"id":658510,"date":"2021-11-26T06:54:00","date_gmt":"2021-11-26T06:54:00","guid":{"rendered":"https:\/\/www.capgemini.com\/no-no\/?p=658510"},"modified":"2025-03-20T03:52:06","modified_gmt":"2025-03-20T03:52:06","slug":"modernizing-the-contact-center-transforming-customer-interactions","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/no-no\/insights\/expert-perspectives\/modernizing-the-contact-center-transforming-customer-interactions\/","title":{"rendered":"Modernizing the contact center \u2013 transforming customer interactions"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>Modernizing the contact center \u2013 transforming customer interactions<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"https:\/\/prod.ucwe.capgemini.com\/no-no\/wp-content\/uploads\/sites\/23\/2021\/08\/cg-logo.png?w=330?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">ÎÚÑ»´«Ã½<\/h5><h5 class=\"blog-date\">2021-11-26<\/h5><\/div><\/div><div class=\"brand-image\"> <\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/no-no\/insights\/expert-perspectives\/modernizing-the-contact-center-transforming-customer-interactions\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/no-no\/insights\/expert-perspectives\/modernizing-the-contact-center-transforming-customer-interactions\/&amp;text=Modernizing the contact center \u2013 transforming customer interactions\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/no-no\/insights\/expert-perspectives\/modernizing-the-contact-center-transforming-customer-interactions\/&amp;text=Modernizing the contact center \u2013 transforming customer interactions\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">Contact center operations need to be scalable and productive, driving personalized digital customer interactions that deliver enhanced customer service and experience.<\/h2><p class=\"intro-para-content\">Imagine you\u2019re sitting outside a caf\u00e9 somewhere, and you overhear what\u2019s clearly a first date at the next table. Let\u2019s say it\u2019s boy meets girl. He asks her about herself, because he\u2019s genuinely interested. He\u2019s not pushy about it. She asks him about himself, and he answers, but he doesn\u2019t grandstand, as some men do. Instead, he says enough, and then brings the conversation back to her. She\u2019s clearly smart, and funny, and charming \u2013 and so is he. He says something, and they laugh. He says the strudel here is good, so they order some.<br><br>This date is going very well. It\u2019s great for you to see people so happy.<\/p><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<h4 class=\"wp-block-heading\" id=\"h-transforming-customer-interactions-and-experience\"><strong>Transforming customer interactions and experience<\/strong><\/h4>\n\n\n\n<p>Imagine now you\u2019re back in an office environment (at last), and you\u2019re watching a great contact center operation in action. It may not seem the same as the caf\u00e9 at all \u2013 but in many ways, it is.<\/p>\n\n\n\n<p>The business asks customers about themselves, not in a pushy way, but because it\u2019s interested. It wants a relationship. It answers questions about itself, and shows what kind of brand it is, but without grandstanding. Customers want something, too \u2013 they seek information and talk about themselves. They want it to be easy, and natural, and straightforward.<\/p>\n\n\n\n<p>This is why customer contact centers are evolving into what might be called experience hubs. They help customers, by providing relevant information that\u2019s easy for them to find; by letting them serve themselves when they want to, and by helping them out when they don\u2019t; by making everything consistent and instinctive; and by being responsive to them as individuals.<\/p>\n\n\n\n<p>For itself, the business builds loyalty, and reduces churn; it improves responsiveness; it increases opportunities to up-sell or cross-sell, either now, or down the line; and most importantly of all, it has the satisfaction of establishing relationships its customers will value, and to which they will return.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Frictionless and intelligent<\/strong><\/h4>\n\n\n\n<p>To achieve these mutual benefits, contact centers need to be modernized. It means integrating their operations from end to end, so that everything works in a frictionless way. It also means introducing new strategies, technologies, data, and analytics, not just to improve front-end customer experience, but to manage back-office operations, and to introduce approaches including intelligent automation, which can help in areas such as self-service.<\/p>\n\n\n\n<p>What emerges is a unified approach, that accommodates customer engagement across all channels, and that makes information available in the right way and in the right context, whether customers are being helped by team members, or whether they are seeking answers for themselves. A customer experience management (CEM) system draws on a comprehensive knowledge base, and directs low- and medium-complexity queries to cognitive bots. Highly complex queries are routed to agents. Agents and bots alike are supported in the information and recommendations they make to customers.<\/p>\n\n\n\n<p>In the back office, robotic process automation (RPA) bots handle routine work such as data entry and status updates, logging transactions and feeding customer information back into the unified knowledge base for analysis that may be useful not just in future, but even in the moment.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Measurable benefits \u2013 and happy people<\/strong><\/h4>\n\n\n\n<p>The result is contact center operations that can be scalable and productive, and that can deliver relevant, personalized customer experiences. At ÎÚÑ»´«Ã½, we bring together our consultancy and technology expertise with our operational bandwidth so as to deliver smart, frictionless models such as these. Benefits we\u2019ve measured include 50% reductions in operating costs, a growth of 10% in digital channel operations \u2013 and, importantly, a 30% increase in customer responsiveness, and an overall growth of 15% in customer satisfaction.<\/p>\n\n\n\n<p>It\u2019s great to see people so happy. A <a href=\"\/services\/customer-first\/customer-experience\/intelligent-customer-operations\/\" target=\"_blank\" rel=\"noreferrer noopener\">modernized contact cente<\/a><a href=\"https:\/\/www.capgemini.com\/no-no\/service\/business-services\/enrich-your-customer-interactions\/digital-customer-interactions\/\" target=\"_blank\" rel=\"noreferrer noopener\">r<\/a> will be like sitting outside that caf\u00e9, but at scale \u2013 sadly, though, without the strudel.<\/p>\n\n\n\n<p><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-profile-card undefined profile-card section profile-card-slider\"><div class=\"container profileCardContainer\"><div class=\"profile-box\"><div class=\"row\"><div class=\"col-md-6 col-lg-3\"><div class=\"box\"><div class=\"box-author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/no-no\/wp-content\/uploads\/2021\/11\/Philip_Bush-1.webp?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/no-no\/wp-content\/uploads\/2021\/11\/Philip_Bush-1.webp?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/no-no\/wp-content\/uploads\/2021\/11\/Philip_Bush-1.webp?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><\/div><\/div><div class=\"col-md-6 col-lg-9 right-side-box\"><div class=\"row right-box\"><div class=\"col-lg-4 profile\"><h4>Philip Bush<\/h4><h5 class=\"box-position\">AWS Connect GTM Leader <\/h5><ul class=\"social-nav\" id=\"social-nav-icons\"><\/ul><\/div><div class=\"col-lg-8 desc\"><p class=\"authorDesr\">Philip is the Amazon Connect SME &amp; GTM Lead in North America focusing on cloud contact center modernization across all business sectors. <\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-profile-card undefined profile-card section profile-card-slider\"><div class=\"container profileCardContainer\"><div class=\"profile-box\"><div class=\"row\"><div class=\"col-md-6 col-lg-3\"><div class=\"box\"><div class=\"box-author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/no-no\/wp-content\/uploads\/2021\/11\/Stephen-Barnett_2.webp?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/no-no\/wp-content\/uploads\/2021\/11\/Stephen-Barnett_2.webp?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/no-no\/wp-content\/uploads\/2021\/11\/Stephen-Barnett_2.webp?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><\/div><\/div><div class=\"col-md-6 col-lg-9 right-side-box\"><div class=\"row right-box\"><div class=\"col-lg-4 profile\"><h3 class=\"profile-title\">Stephen Barnett<\/h3><p class=\"box-position\">Business Transformation Manager<\/p><ul class=\"social-nav social-nav-icons\"><\/ul><\/div><div class=\"col-lg-8 desc\"><p class=\"authorDesr\"><strong>Stephen <\/strong>is responsible for designing and implementing core digital customer operations technology solutions, leveraging his 19 years of BPO call center industry knowledge to improve our client\u2019s customer experience. <\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":103,"featured_media":658511,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"89f22715-7f56-4127-863a-7f13175bea10\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":false,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"","_jetpack_memberships_contains_paid_content":false,"footnotes":"","featured_focal_points":"{\"x\":\"0.81\",\"y\":\"0.47\"}"},"categories":[1],"tags":[],"brand":[],"service":[108,347],"industry":[],"partners":[],"blog-topic":[330,127,421],"content-group":[],"class_list":["post-658510","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","service-enterprise-management","service-intelligent-business-operations","blog-topic-business-ops","blog-topic-innovation","blog-topic-innovation-nation"],"yoast_head":"<!-- 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