According to Gartner, 2021 has brought a 60 – 70% change in organisational culture to remove the barrier to accelerating a successful digital transformation strategy.
A digital mindset is not just the implementation of technology, but the strategic planning of the right technology coupled with cultural alignment – this is when the adoption process becomes successful.
We are now building contact centres of the future that need to be supported by personalisation and omnichannel support, not only in the client environment but in the day-to-day operations of our entire business.
Operations can no longer be siloed but need to be connected through digital channels, tech-savvy talent and data-driven insights that form the basis of process optimisation.
But how do we get this off the ground? It all comes down to cultural innovation management and effective change management.
This means getting your teams involved in the strategic design and implementation helping drive successful adoption, clearly defining the challenges on the ground and unpacking the data and insights that builds out a digital strategy to support increased demand in customer expectations.
To keep up with changes in customer expectations and demand, it is important to re-imagine products and services with technology as the driver and for a new, improved digital customer journey, our teams need to feel just as connected to the organisation as our clients are.
2021 has been a year of defining, implementing and refining the CallForce digital transformation journey, in both our contact centres and our internal operations.
We have integrated, customised and built out technologies that strategically support our business in a unique and personalised way and will keep updating this process to ensure we stay current, relevant and optimised.
Some of the solutions we have implemented include speech analytics, AI driven customer conversational analytics, digital engagement solutions, interview and pre-employment assessment tools, software to increase contactability, an ATS system that digitally streamlines our recruitment process, a CRM system to manage our marketing and sales efforts as well as our very own video-based digital communication and performance management tools.
The digital transformation journey is evolving, and we need to be listening to both the needs of our teams and clients!