In the modern era, contact center services have a growing and important significance in the world economy. Companies that provide customer services have always been in constant strife to respond to ever-changing and ever-growing needs and demands of the customers. During such a competitive scenario, contact centers come to the rescue by responding to modern days’ challenges and complexities of providing customers with pleasant experience.


The industry of contact center has seen a transition phase from rudimentary voice calls to multi-channel interactions and from random to analytics-based quality management systems. Recent contact center transformation is changing the way customers feel and experience with a particular organization.

Let us dig more into the concept of the contact center.

What is the Contact Center?

Each time, an interaction happens when there is contact between a customer or user and the company. The contact center deals in both inbound and outbound interactions with the existing and new customers. Interactions that are started by outside users requesting for some services to the centers are called inbound Interactions, whereas interactions which are started from within a contact center are known as outbound Interactions.

Call centers lead to contact centers due to the use of innovative and modern channels such as chat, e-mail, fax, and short message, etc.

The concept of call centers transforms into the concept of contact centers. In the 1980s, the notion of call centers appeared for the first time. A call center constitutes a set of resources that ensure and deliver the services via the telephone. Mostly, resources include people who are the agents or customer service representatives that handle calls. They interact with the consumers or customers of the services which are provided by an organization using certain tools.

Contact Centers offer Numerous Benefits

There are many advantageous properties of Contact centers. Some of them are listed below:

Smart Phones Access: As Smartphone devices and mobile apps are growing in rapid numbers, many customers request and demand access to customer service through these channels. Hence, it becomes all-important to integrate these mobile phones with existing call-centers capacities. And we know that is what the modern contact centers do. The customer service representatives of contact centers are provided with the tools that help them to gain real-time contextual information. 

Companies that are unable to provide interactive and web-based customer service will have to endure low revenue and fewer customers. These devices provide agents with real-time information such as profile information, customer location and service history, etc.

Advanced Technology and Analytics: Modern-day contact centers reflect various technological advances that are changing the ways in which companies and their customers connect, interact, and respond. 

Today’s Contact centers make use of the latest technological tools that could scan and examine massive amounts of unorganized data. Moreover, these tools could help contact centers in gaining crucial insights from the customers. 

Virtual Contact Centers: The aim of today’s contact center is to eliminate the need to have all customer service specialists in one physical area – instead of combining different agents at different locations into a single virtual element.

Modern contact centers use SIP which is another name for voice-over-internet-protocol system to reduce complexity and cost. Additionally, SIP helps in better customer experience and satisfaction by ensuring that not only the agent but anyone in the organization can interact with the customer.

Social Media Capacities: Due to the exploding growth of social media, it is an exceptional way to gain an understanding of customer’s needs, demands, and behavior. Social media is a way to enhance customer experience and satisfaction. For instance, organizations connect their social networks to Facebook/LinkedIn profiles of the customers to get deep insights when customers call the contact center. 

Emerging contact centers are equipped with capabilities and access that are needed to solve issues emerging from social media channels. Comparatively, younger customers want organizations to answer their issues through different channels like Web and social media more than older customers. There is a strong appeal for these social media channels among the young generations.

Reasons Why Contact Center Transformation is Gaining Attraction

Digital advancement is one of the latest trends in the modern era. The meaningful digital transformation coupled with the understanding of customers' needs, makes sure that organizations can flourish and compete in today’s digital economy that covers everything from processes to systems. 

The latest trends show that most of the companies that provide customer services are involved in some kind of contact center digital transformation.  

It is believed that contact center transformation can change interactions with customers by:

  1. Providing quick, solid, and precise client data across the channels.
  2. Improve fulfillment in customers and hence manufacture solid brand faithfulness.
  3. Giving customers with regular and enhanced experience across the channels.
  4. Decreasing the cost of operations.
  5. Reducing the contact centers' complexities.

Opportunities in the Future

If contact centers want to thrive in the modern competitive world, they must equip themselves with new vigorous technologies that can help them in extending their businesses by reaching out to a large number of customers. 

There is a revolution in contact centers from primary call center operations to a multi-channel unit for handling the management of customer relationships. The present contact centers deal with inbound and outbound calls, Web requests, e-mail, and chat with global customers and over numerous business verticals.

The operation and structure of contact centers have to evolve to meet new challenges. Contact centers have huge potential to receive more attraction in the years to come.

In the coming years, Contact centers must address the ever-changing and ever-growing preferences and demands of customers and the need for multi-channel consistency.

Now we have to wait to see how contact center transformation will continue to evolve in the years to come to serve the customers with optimum satisfaction.

Bottom Line

The contact center transformation Market is seeing a rapid growth due to its adoption of the latest technological advancements. Moreover, Contact centers also understand and cater to the needs of modern and young customers. The aim of any contact centers should be to provide a steady, top-notch customer involvement with each touch point and paying little attention to how and where a client decides to interact with the organization.

Now, companies are increasing their focus on customer retention by understanding the needs and behavior of customers. As customer services go beyond voice calls to other digital communication channels that include web chat, e-mail, and social media, in such a scenario, agencies and organizations that are involved in contact centers must explore and find ways that could make for customers to find answers and resolve the problems.

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Knowledge Based Value (KBV) Research is a global brand and consulting firm serving all kinds of business verticals, government and non-governmental organizations, and not-for-profit organizations. Our motto is to extend our services that will have a lasting impact on our clients who trust us with their business goals.

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