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.