Contact centre leaders have for some time been evolving from their original call centres, (handling just phone calls) Into multi-channel and ultimately Omnichannel solutions, whereby customers can arrive on any channel and enjoy a continuous conversation wherever the engagement takes them.
For some contact centre operations, this has meant an extremely slow evolution, due in some part to the often significant investments required, but also the time taken for full deployment, and user adoption schedules can be lengthy.
This delay in moving to digital-first contact centres often causes frustration to customers as increasingly they (customers) are choosing to make contact using their conveniently located smartphones, and want to use one of the common messaging apps.
Typically this means starting on a digital channel – such as:
Etc.,
and escalating to a voice call with a human being where circumstances dictate.
Serving customers on their channels of choice is a critical Customer Experience “moment of truth”, and ensures that focus is on them rather than us.
This transition certainly needs managing with care, as the last thing customers want, is repetitive questioning after they have authenticated or explained the reason for calling on the digital channels.
All of this conversation MUST remain with the caller just like it would on an SMS chat on your smartphone.
This is what we expect from any technology offering chat today, and anything less than this is UNACCEPTABLE.
To learn how Koopid.ai delivers this capability without a rip and replace strategy – click here
Published by Graham Bunting
I have been around a while and seen some stuff for sure. I have experienced some good, some bad, and some indifferent. Some have been downright fabulous.
I am still hugely motivated to get up every day and be curious. I love tech and business, and most of all dogs, oh and people are ok too ;-)
Having been in sales most of my working life, I have a real interest in the art and science and am a committed lifelong learner - constantly frustrating my kids with my stock phrase "every day is a school day"
Personally, I’m a husband to one, and father to five amazing children (none of them is now a child, but independent adults) and my golden lab, Archie, who is always pleased to see me. (edit - We said goodbye to my boy in Feb 2025, and in July 2025 we welcomed rescue "Cally" into our home and hearts - a 4 YO boxer/staffy cross, and a really sweet girl
I was blessed with becoming a Granddad in February 2021 (a very proud and somewhat besotted one) and another grandson arrived in October 2022 to keep their parents busy and for me to spoil. My second eldest then added a third to the mix, in 2026, so now a granddad to 3 fabulous boys x
I am also a mad keen lover of the oval ball game and a lifelong supporter of Leicester Tigers. As an Englishman, that's therefore England at a national level and the British and Irish Lions.
If I can be of service in any way, including any area of developing a channel sales and support business or ecosystem partnerships, and or sales coaching or development, you can find me at the link below, and contact me via the form also.
One of my favourite "quotes" is
Life's journey is not to arrive at the grave safely in a well-preserved body. But rather to skid in sideways, totally worn out, with a beer in one hand, shouting "Whoo, what a ride!!"
Views here are 100% my own. https://grahambunting.bio.link/
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Graham Bunting -The Partner Catalyst 