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Transforming Contact Centers into Experience Centers

Naveen Arora

Practice Lead, Services Platform Group, Communications, Media and Information Services, TCS

Prachi Gupta

Business Consultant, Network Solutions Group, Communications, Media and Information Services, TCS

Deep Solan

Technical Consultant, Services Platform Group, Network Solutions Group

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Going beyond calls and emails for resilient, future-proof contact centers

Customer expectations are rising, and connected customers are more demanding than ever. From banks and streaming media outlets to broadband internet providers and e-commerce companies, every consumer-facing brand needs to proactively engage with customers. What exactly does this mean for contact centers? 

Customer experience transformation demands:

⦁ Companies to redesign from the ground up for providing superior customer and agent experiences.

⦁ Contact centers must move away from being a reactive cost center and transition into an experience-driven profit center.  

As companies rethink their value propositions, they will need to rearchitect the contact center around two dimensions. First, companies should identify up-selling and cross-selling avenues for enhanced revenue generation. Second, improve the customer experience by enhancing agent experience. 

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