Part 3 – Turning Your Contact Center into More than Just a Cost Center

Part 3 – Turning Your Contact Center into More than Just a Cost Center

A mere few years ago, telephony-centric roadmap planning for the contact center primarily focused on proprietary hardware elements. However, as technology shifted to encompass integrated software suites, so too much contact center managers and decision makers shift their planning for similar integration.

Contact centers plans of yesteryear need to be left on the cutting room floor as the industry lends itself to more standardized applications software planning and integration techniques. In part one of this series, we discussed the growing demand for multi-channel customer service (cited as a major business objective by 74 percent of respondents in a recent study). In part two, we discussed we discussed the importance of differentiation while handling the customer experience ecosystem. Now in par three, we’ll highlight one more way to achieve service differentiation: following a cross-channel integration approach.

Call center solutions today boast a plethora of advanced features, including mobile customer service, e-mail response management, chat and video, among many others. Traditional forms of contact center technology – predictive dialing, interactive voice response (IVR), ACD – have remained steadfast; however, they can be further amplified when combined with newer advancements.

What are some business processes you can improve upon by doing so?

More quickly change queuing and routing rules: The need for capturing customer feedback through voice of the customer programs is quickly growing, and as such, businesses need to adapt new process improvements – and fast. Like-for-like migrations, for example, prevent potential architecture inflexibility when doing so, allowing you to more quickly change queue and routing rules.

Leverage cloud deployment models: The cloud has become the new golden standard for the contact center industry, and for good reason. Companies who leverage cloud contact center solutions realize notable cost benefits and increased flexibility; meanwhile, an on-premises approach can result in idle capacity during lower-traffic periods.

There’s far more ways you can improve your business by adopting a multi-channel approach. To learn them, click here to access our whitepaper in full.

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