1. Omnichannel as the New Standard. Today ' s customers interact with brands across multiple digital and physical touchpoints. A single service journey might begin on a mobile app, continue through live chat, and end on a phone call. Customers expect these transitions to be seamless; their information, context, and conversation history should follow them. FROM WEBSITES TO MOBILE APPS AND SOCIAL MEDIA TO CHATBOTS, THE DEMAND FOR FAST, FRICTIONLESS SERVICE IS SHAP- ING HOW CONTACT CENTERS MUST EVOLVE.
CUSTOMER EXPECTATIONS
BY SHARON OATWAY, VEREQUEST
ILLUSTRATION PROVIDED BY ADOBE STOCK
MEETING DIGITAL-FIRST CUSTOMER EXPECTATIONS A GUIDE FOR CALL CENTER LEADERS.
In an era where digital convenience is a default expectation, customers engage with brands across more channels than ever. From websites to mobile apps and social media to chatbots, the demand for fast, frictionless service is shaping how contact centers must evolve. Today ' s consumers want to resolve problems without waiting on hold or repeating themselves. And they expect personalized, responsive support regardless of how or where they initiate contact.
This shift presents both a challenge and an opportunity for call center leaders. Call center leaders who embrace a digital-first strategy by integrating new technologies, rethinking roles, and
14 CONTACT CENTER PIPELINE emphasizing the human touch when it matters most can meet and exceed customer expectations.
THE DIGITAL-FIRST LANDSCAPE
Here is what this new digital engagement landscape looks like.
1. Omnichannel as the New Standard. Today ' s customers interact with brands across multiple digital and physical touchpoints. A single service journey might begin on a mobile app, continue through live chat, and end on a phone call. Customers expect these transitions to be seamless; their information, context, and conversation history should follow them. FROM WEBSITES TO MOBILE APPS AND SOCIAL MEDIA TO CHATBOTS, THE DEMAND FOR FAST, FRICTIONLESS SERVICE IS SHAP- ING HOW CONTACT CENTERS MUST EVOLVE.