While some contact centres still have the telephone as their primary form of contact, the market has undergone a paradigm shift to digital. Online contact, social media, chat, mobile, email (as well as voice) are all channels by which the customer service advisor must potentially interact with customers.
As more basic functions of a contact centre (such as account balance inquiries) are automated, customer service agents are freed up to provide more complex support services to customers – bringing about the need for an all-encompassing customer ‘advisor’, as opposed to the more traditional, one-dimensional service ‘agent’.
Customers themselves have upgraded their expectations for the levels of service they expect. These factors demand that a new breed of customer service advisor take control, with sophisticated skill set that meets these demands.