Two days ago, I wanted to subscribe to a new WiFi connection at home. I opened the service provider’s mobile app, and I requested a new WiFi connection.
I paid the advance amount, and I was told that it would be installed at my location within 24 to 48 hours. I waited 24 hours, and I did not receive any messages or calls from them to carry out the installation.
So, I called their customer care to check on it. I was told that it would be done before 3 pm on the same day.
After this call, this was the sequence of events:
- Somebody called and asked me if they could come to my place for the installation. He mentioned that he would be there before 3 pm.
- Someone else called and asked if they could come home and make the booking for the WiFi connection. When I mentioned that I had already booked and paid in advance, they disconnected the call.
- I received a text stating that an engineer would visit my place 3 days later to do the installation.
- I received a call from another person who asked if he could come and do the installation at my place.
I was confused.
So I called their customer care once again to confirm whether the installation was happening on the same day or 3 days later and why so many people were calling. The customer service person replied that it would be done before 3 pm.
The service person reached my place well before 3 pm to do the installation.
I checked with him on why so many people were calling about the installation. That’s when I learned the shocking truth:
The service provider outsources requests to multiple local vendors. Whoever calls the customer first gets the job.
This is outsourcing without control. Multiple vendors contacting the same customer without coordination not only creates confusion but also erodes trust. This chaotic approach is the easiest way to lose a customer.
This is a classic example of why cloud contact centers will be the ideal choice for maintaining context and unifying communication across all interactions. Cloud contact centers are easily the way forward to ensure positive customer engagement.
The context of customer engagement
Customer engagement is no longer about responding to calls or emails; it is about delivering consistent, proactive, and data-driven interactions across multiple touchpoints.
Businesses aiming to elevate customer interactions are increasingly turning to cloud contact center solutions as the new standard
This playbook will outline actionable strategies for leveraging cloud contact centers, highlight key trends shaping the future, and talk about how ClearTouch is setting the standard for next-generation customer interactions.
Table of Contents
Play #1: Scale seamlessly during peak periods
The strategy is to implement cloud contact centers to dynamically scale operations during seasonal peaks or unexpected surges.
It matters because customers expect instant resolutions regardless of volume. Cloud contact centers enable rapid scalability without the need for additional infrastructure.
One of our customers, a retail chain handled a 50% surge in requests during the holiday season with our cloud contact center platform. They also implemented AI-driven chatbots to manage common inquiries while freeing up their agents to handle complex and nuanced queries.
Identify high-demand periods and plan for dynamic scaling with AI and cloud-based solutions.
Play #2: Use data-driven insights for proactive engagement
The strategy is to use integrated data analytics to transform reactive support into proactive customer engagement.
It matters because customers want predictive and personalized experiences.
A customer of ours who runs an automobile dealership used real-time analytics to identify at-risk customers based on their interactions. This allowed their agents to initiate proactive outreach before the issues could escalate.
Map customer touchpoints and use predictive analytics to anticipate needs and prevent churn.
Play #3: Offer omnichannel capabilities for a seamless experience
The strategy is to integrate communication channels like voice, email, WhatsApp, chat, web, mobile, and social to provide a single view of customer interactions across all channels.
It matters because customers expect consistency regardless of the channel they choose. A unified platform reduces friction and improves resolution times.
Imagine your customers initiating a conversation in WhatsApp and continuing that as an email, and end up calling your customer care. What is the experience you provide here? With an omnichannel contact center solution, the agents across different channels have access to the context and the customer would never have to repeat themselves. That is a delightful customer engagement, which can be made possible with omnichannel capabilities.
Implement an omnichannel strategy to provide consistent support across all channels that you are present.
Play #4: Empower agents with AI-tools
The strategy is to equip agents with AI-powered tools to enhance productivity and deliver faster resolutions.
It matters because AI-driven insights reduce average handling times and enable agents to focus on high-value tasks.
One of our BPO customers leverage AI to provide agents with suggested responses, customer history, sentiment analysis, and the next best-action in real time. This lead to 30% improvement in first-call resolution.
Integrate AI tools to assist human agents that can help improve first-call resolution and efficiency.
Play #5: Future proof your contact center with cloud technology
The strategy is to implement cloud based contact center technology to stay agile, secure, and compliant.
It matters because cloud contact centers provide the flexibility to adapt quickly to data privacy regulations and customer expectations.
Many of our customers find it convenient to go with our platform as it is compliant with most standards and regulations like GDPR, TCPA, CCPA, HIPAA, SOC, PCI-DSS, Reg-F, FDCPA, STIR/SHAKEN, DoT and TRAI regulations, and ISAE 3402 specifications.
Choose a cloud provider with proven scalability, security, and compliance capabilities.
Why ClearTouch is the future of cloud contact centers?
We help more than 1500 customers worldwide enhance their customer experience using our cloud contact center platform.
We are a pure play cloud platform right from the date of our founding, and we understand cloud better than anyone else.
Our platform combines the power of omnichannel, real-time analytics, AI, workforce management, list management, and intelligent routing to deliver proactive, personalized customer engagement at scale.
With features like 98% accurate answering machine detection, 24×7 support, and customizable dashboards, ClearTouch transforms contact centers into strategic customer engagement hubs.
How do you define engagement from a customer’s perspective?
The customer wants businesses to anticipate needs, personalize interactions, and deliver consistent and context-rich experiences across every active channel.
Cloud contact centers are the cornerstones of this new playbook, offering businesses the agility to scale, the insights to engage proactively, and the technology to drive impact outcomes.
At ClearTouch, we help our customers transform every interaction into an opportunity to build lasting customer relationships.
Are you ready to redefine how you engage with your customers? The playbook is here. Let’s put it into action.