Contact centres are already predicting traffic patterns & agent utilisation with different tools & methods. Now can businesses anticipate when a specific customer needs their service and take proactive action using various communication channels, by leveraging the power of omnichannel?
Certainly, smartphones, SDKs, AI & 5G will make a difference. Companies who are building their products/services around customer journey & customer mapping have an edge in customer experience domain.
By storing all customer interaction histories from different channels( chat, SMS, WhatsApp, social media, etc.). Providing 360 views of the customer journey empower agents in giving the right call treatment by delivering a personalised customer experience.
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