Digitisation

Digitisation is the process of converting information into a digital format to make it easier to store, retrieve and analyse information.

In a digitised format, information is organised into discrete units of data (called bits) that can be separately addressed (usually in multiple-bit groups called bytes).

In a contact centre context, an example is moving a bunch of manual customer records into an online database making it easier to search and retrieve information.

Advantages of Digitisation

  • Find things quickly – no need to sort through thousands of paper files. Just enter some keywords or filters and the information is presented right there on your screen.
  • Digitisation free’s up physical space – say goodbye to those big piles of files thrown into a filing cabinet.
  • You can analyse the data and lots of it (called Big Data). Using tools like Customer Analytics you can identify a range of trends and patterns that can help you improve your processes.
  • Security – it is much easier to ensure you don’t lose the valuable information.

But why stop at just stopping at digitisation?

Using Business Process Automation, you may also be able to automate the process that generated the data in the first instance.

This, in turn, can improve efficiency and improve the customer experience.

Next steps

There is a range of specialist digitisation suppliers that can help move your old documents online and they can include additional services like secure destruction of the scanned documents and updating of information along with a host of other functions.

Search our Business Directory for a list of suppliers or try our free CX Connect service and we’ll provide you with a shortlist of recommended suppliers saving you time, money and stress.

Upcoming Industry Events:


Customer Service Emails – Dec 2020

$397
Scheduled
Event Organiser:
CX Skills
Zoom

The December 2020 Customer service emails training course is designed to equip frontline correspondence Team Members and their direct Team Managers with the knowledge and skills needed to effectively (with style) and efficiently (with a focus on reducing unnecessary repeat contacts) better manage complaints and enquiries received via emails.

Workforce Management Essentials

$3800
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Auscontact
Virtual/Online

This 3-day course is designed to teach you the foundations of good Workforce Management principles (WFM), and how to implement them in your own business.

The Heart and Mind of a Winning CX Culture

Free
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Auscontact
Virtual/Online

In this free webinar, Australia's leading customer service expert Jacquie Scammell provides some tips and insight into how to create a winning CX culture in your business.

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