What is a contact centre touchpoint?
In the context of a contact centre, a touchpoint refers to any interaction or point of contact between a customer or client and the contact centre, whether it’s with an agent, an automated system, or any other aspect of the contact centre’s operations. These touchpoints can occur through various communication channels, including phone calls, email, live chat, social media, and more.
Each contact centre touchpoint represents an opportunity for the customer to engage with the organisation, seek assistance, make enquiries, or conduct business. These interactions can be initiated by the customer or triggered by the contact centre’s outreach, such as automated notifications or follow-up calls.
The quality and effectiveness of these touchpoints greatly influence the overall customer experience and satisfaction. Effective management of touchpoints often involves extensive training of contact centre agents, implementing technology solutions like Interactive Voice Response (IVR) systems, and monitoring customer interactions to maintain a high level of service quality and consistency.
Speak to a consultant
We are accredited partners with
How Opus' contact centre consultants can assist you
Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.
Our specialist contact centre services include but are not limited to:
- Workforce Management
- Workforce Optimisation
- Artificial Intelligence
- Knowledge Management
- Speech Analytics
Best Enterprise UC Solution 2023
Enterprise Reseller Deal of the Year 2022
Best Enterprise Contact Centre Solution 2023
Best Enterprise Contact Centre Solution 2022
Best SME Contact Centre Solution 2022
Best SME Contact Centre Solution 2023
Keen to discuss your contact centre requirement?