{"id":1618,"date":"2023-05-23T17:21:47","date_gmt":"2023-05-23T17:21:47","guid":{"rendered":"https:\/\/contentguru.builtbytoast.uk\/?post_type=resource&#038;p=1618"},"modified":"2026-02-19T15:54:49","modified_gmt":"2026-02-19T15:54:49","slug":"your-guide-to-digital-contact-center-transformation","status":"publish","type":"resource","link":"https:\/\/www.contentguru.com\/en-us\/resources\/blogs\/your-guide-to-digital-contact-center-transformation\/","title":{"rendered":"Your Guide to Digital Contact Center Transformation"},"content":{"rendered":"\n\n    <section class=\"block-resource-hero toast-block no-margin no-padding\"> \n\n        \n\n\n    <div class=\"resource-hero\">\n        <div class=\"container\">\n                                                <div class=\"resource-type\">Blogs<\/div>\n                                <h1>Your Guide to Digital Contact Center Transformation<\/h1>\n                <div class=\"publish-date\">Published: May 23rd 2023<\/div>\n                    <\/div>\n    <\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both has-bg\" style=\"background-color:#ddf3fc;color:#0c2943;\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <p data-pm-slice=\"1 1 []\">Change is coming to the contact center. In a recent blog, <a href=\"\/en-gb\/content-guru\/resources\/blogs\/the-four-pillars-of-customer-experience\" target=\"_self\" rel=\"noopener noreferrer nofollow\">Content Guru discussed the ways your organization can keep up<\/a><a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/\" rel=\"noopener noreferrer nofollow\">.<\/a> The <strong>Four Pillars of Customer Experience (CX) are your guide to the future of the <\/strong><a href=\"\/en-gb\/content-guru\/resources\/blogs\/what-is-a-cloud-contact-center\" target=\"_self\" rel=\"noopener noreferrer nofollow\">cloud contact center<\/a>; four steps to next-generation CX. In this blog, we discuss the first of the four pillars: digital contact center transformation.<\/p>\n<p>By migrating your contact center to the cloud, expanding your digital channel offering, and unifying all customer contact within a single interface, you can create a truly <em>next-generation<\/em> experience for customers.<\/p>\n<p>In this blog, you will learn how to:<\/p>\n<ul class=\"rt-bullet-list\">\n<li><strong>Embrace digital channels<\/strong> for truly omnichannel CX.<\/li>\n<li>Unlock <strong>flexibility and reliability<\/strong> in the cloud.<\/li>\n<li><strong>Leverage digital reporting<\/strong> to accelerate your CX.<\/li>\n<li>Prepare for <strong>next-generation channels<\/strong>, to future-proof your contact center.<\/li>\n<\/ul>\n<p>For a more detailed discussion of the Four Key Pillars of Customer Experience, <a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/whitepapers\/the-four-pillars-of-evergreen-cx\" target=\"_self\" rel=\"noopener noreferrer nofollow\">download Content Guru\u2019s comprehensive guide here.<\/a><\/p>\n<p>&nbsp;<\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <h2 data-pm-slice=\"1 1 []\">Beginning Your Digital Contact Center Transformation<\/h2>\n<p>We live in a world of cloud technology. <a href=\"https:\/\/webtribunal.net\/blog\/cloud-adoption-statistics\/\" rel=\"noopener noreferrer nofollow\">With 93% of enterprises already using some form of cloud service<\/a>, it\u2019s highly likely that you\u2019re already using one, or more, cloud applications.<\/p>\n<p>Traditionally contact centers were on-premise, meaning that they were tied to on-site servers operated by a given organization. This limited scalability, flexibility, and were costly to maintain. <a href=\"\/en-gb\/content-guru\/solutions\/needs\/cloud-contact-center\" target=\"_self\" rel=\"noopener noreferrer nofollow\">Cloud services leave all that behind<\/a>, offering a contact center solution hosted in a network of secure, dedicated data centers. The contact center digital shift begins with cloud migration. This has a number of benefits:<\/p>\n<ul class=\"rt-bullet-list\">\n<li>Data centers are maintained by a dedicated team of experts, reducing the cost of internal tech support for businesses.<\/li>\n<li>Cloud services can be accessed from anywhere in the world, giving users the flexibility to work from wherever.<\/li>\n<li>Data centers provide excess capacity, letting services scale instantly as demand rises and falls.<\/li>\n<\/ul>\n<p>By migrating to the cloud, you unlock the power of your digital contact center transformation. The cloud provides the requisite level of flexibility and service availability required to support next-generation CX. But what does next-generation CX look like?<\/p>\n<hr \/>\n<p>&nbsp;<\/p>\n<h2>The Contact Center Digital Channel Shift<\/h2>\n<p>&nbsp;<\/p>\n<p>Channels of customer contact are constantly rising and falling in popularity. Keeping up with these channels\u2014meeting your customers on their terms\u2014has a meaningful impact on the quality of your CX. <a href=\"\/en-gb\/content-guru\/resources\/blogs\/2022-customer-experience-statistics\" target=\"_self\" rel=\"noopener noreferrer nofollow\">65% of customers report that they would prefer to receive more tailored communications through their preferred channels of contact.<\/a><\/p>\n<p>Digital contact center transformation must begin by expanding your roster of possible communications channels:<\/p>\n<ul class=\"rt-bullet-list\">\n<li><a href=\"\/en-gb\/content-guru\/products\/front-office-cx\/storm-contact\" target=\"_self\" rel=\"noopener noreferrer nofollow\">Social media<\/a> such as WhatsApp, Instagram, and Facebook.<\/li>\n<li><a href=\"\/en-gb\/content-guru\/products\/front-office-cx\/storm-link\" target=\"_self\" rel=\"noopener noreferrer nofollow\">Video calls<\/a>, allowing for efficient clarification of issues and more empathetic interactions.<\/li>\n<li>Email, mobile apps, SMS and more.<\/li>\n<\/ul>\n<p>What makes the digital transformation of the contact center truly special is the ability to bring all these channels into a <a href=\"\/en-gb\/content-guru\/products\/front-office-cx\/storm-dta\" target=\"_self\" rel=\"noopener noreferrer nofollow\">single, intuitive interface<\/a><a href=\"https:\/\/www.contentguru.com\/en-gb\/products\/front-office-cx\/storm-dta\/\" rel=\"noopener noreferrer nofollow\">.<\/a> When the customer gets in contact, agents are presented with a full interaction history, spanning every communication channel. This allows for seamless, channel-agnostic interactions, reducing effort for both customer and agent.\u00a0 Agents can switch between channels instantly, within the same interface. This allows agents to answer a diverse range of inquiries quickly.<\/p>\n<p>No matter how complex your CX estate becomes, or how many channels of contact it covers, digital contact center transformation unifies all those channels in one, browser-based location. Your contact center is one step closer to becoming a true omni-channel \u2018CX center\u2019.<\/p>\n<h2>Flexible Reporting Through Digital Contact Center Transformation<\/h2>\n<p>The goal of digital contact center transformation is the creation of a cloud-based, channel-agnostic contact center. Being available to your customers isn\u2019t the end of the journey, however. You need to create outstanding, next-generation customer experiences over every channel. And success requires knowledge.<\/p>\n<p>In the next-generation contact center, essential data can be brought into a single, <a href=\"\/en-gb\/content-guru\/products\/workforce-engagement-management\/\" target=\"_self\" rel=\"noopener noreferrer nofollow\">flexible reporting interface<\/a><a href=\"https:\/\/www.contentguru.com\/en-gb\/products\/workforce-engagement-management\/storm-view\/\" rel=\"noopener noreferrer nofollow\">.<\/a> This data is accurate to-the-second, and can be marshalled into historical reports for export.<\/p>\n<p>Digital contact center transformation provides an <a href=\"\/en-gb\/content-guru\/solutions\/needs\/reporting-analytics\" target=\"_self\" rel=\"noopener noreferrer nofollow\">exceptional level of insight into your CX<\/a>. Possible metrics that can be measured include:<\/p>\n<ul class=\"rt-bullet-list\">\n<li><a href=\"\/en-gb\/content-guru\/resources\/whitepapers\/beyond-csat-4-tips-to-elevate-your-cx-reporting\" target=\"_self\" rel=\"noopener noreferrer nofollow\">Customer Satisfaction, or CSAT<\/a>.<\/li>\n<li><a href=\"\/en-gb\/content-guru\/resources\/whitepapers\/balancing-the-cx-equation-achieving-ideal-contact-center-occupancy\" target=\"_self\" rel=\"noopener noreferrer nofollow\">Occupancy<\/a>, or the amount of time your agents spend on calls.<\/li>\n<li>First Contact Resolution, First Response Time, and <a href=\"\/en-gb\/content-guru\/resources\/whitepapers\/keeping-up-with-the-kpis\" target=\"_self\" rel=\"noopener noreferrer nofollow\">other key contact center KPIs<\/a>.<\/li>\n<li>Customer Effort Score, Value Enhancement Score, and <a href=\"\/en-gb\/content-guru\/resources\/whitepapers\/which-metrics-matter-the-secrets-of-successful-customer-experience-measurement\" target=\"_self\" rel=\"noopener noreferrer nofollow\">other metrics for customer success.<\/a><\/li>\n<li>All these metrics should be presented within a \u2018Customer Journey Tab\u2019, presenting a 360-degree view of all customer interactions, regardless of channel.<\/li>\n<\/ul>\n<p>Metrics like these are key to identifying customer pain points and <a href=\"\/en-gb\/content-guru\/products\/back-office\/storm-flow\" target=\"_self\" rel=\"noopener noreferrer nofollow\">designing your customer journeys accordingly<\/a><a href=\"https:\/\/www.contentguru.com\/en-gb\/products\/back-office\/storm-flow\/\" rel=\"noopener noreferrer nofollow\">.<\/a> This data can be used to anticipate demand, measuring which channels of communication your customers prefer and when, and allowing you to allocate resources accordingly.<\/p>\n<p>&nbsp;<\/p>\n<h2>The Next-Generation Contact Center Transformation<\/h2>\n<h1><\/h1>\n<p>The contact center digital shift makes your contact center <em>evergreen<\/em>. This means that new channels can be added to your communications estate effortlessly, integrating via API, as soon as they become available.<\/p>\n<p>The digital contact center is constantly evolving as different channels of communication rise and fall in popularity. Increasingly, <a href=\"\/en-gb\/content-guru\/products\/front-office-cx\/storm-link\" target=\"_self\" rel=\"noopener noreferrer nofollow\">customers expect the ability to make<\/a><a rel=\"noopener noreferrer nofollow\"> video calls to your organization<\/a>. This allows them to better articulate their problem, with the support of a video link; when seeking technical support, <a href=\"\/en-gb\/content-guru\/resources\/case-studies\/herts-urgent-care-huc\" target=\"_self\" rel=\"noopener noreferrer nofollow\">or a medical diagnosis<\/a>, this visual aid is invaluable.<\/p>\n<p>Many brands are also adopting Virtual Reality (VR) as a possible channel for customer contact. <a href=\"\/en-gb\/content-guru\/news\/content-guru-cx-research-2022\" target=\"_self\" rel=\"noopener noreferrer nofollow\">Over two-thirds of CX industry professionals anticipate that VR and \u2018immersive CX\u2019 will become increasingly mainstream in the coming years.<\/a> Brands are looking to interact with their customers within three-dimensional \u2018Metaverse\u2019 spaces, creating a truly immersive, interactive experience.<\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both has-bg\" style=\"background-color:#ddf3fc;\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <h2 data-pm-slice=\"1 1 []\">Embracing Digital Contact Center Transformation<\/h2>\n<h2><\/h2>\n<p>Digital contact center transformation is the essential first step toward an evergreen, next-generation contact center. By migrating your contact center to the cloud, expanding your digital channel offering, reporting on a broad range of metrics and KPIs, and preparing for the next big trends in CX, you can create a contact center that will deliver consistent value, years into the future.<\/p>\n<p>Digital contact center transformation is just the first of the <strong>Four Pillars of CX<\/strong>. <a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/whitepapers\/the-four-pillars-of-evergreen-cx\" target=\"_self\" rel=\"noopener noreferrer nofollow\"><strong>To learn more about the Four Pillars of Customer Experience, and methods for implementing them in your cloud contact center, download the full whitepaper here.<\/strong><\/a><\/p>\n<p>&nbsp;<\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n","protected":false},"excerpt":{"rendered":"<p>Next-generation CX requires a digital contact center transformation. How do you embrace the digital channel shift?<\/p>\n","protected":false},"featured_media":5208,"template":"","meta":{"_acf_changed":true,"inline_featured_image":false},"resource_industry":[],"resource_topic":[44],"resource_type":[5],"resource_folder":[72],"class_list":["post-1618","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource_topic-drive-digital-transformation","resource_type-blogs"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Your Guide to Digital Contact Center Transformation - English - USA<\/title>\n<meta name=\"description\" content=\"Next-generation CX requires a digital contact center transformation. 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