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The Key to Contact Center Success in 2022: Focus on Process - Vistio - ContactCenterWorld.com Blog

The Key to Contact Center Success in 2022: Focus on Process

As we enter the new year, 2022 looks like it is going to bring with it some tough times for contact center managers. With high demand for labor across all industries and new work-from-home options, prospective agents have more control than ever. As a result, it has become increasingly difficult for contact centers to hire and retain all the agents they need; there are just not enough available agents in the labor pool to go around and existing agents have demonstrated that they are willing to leave at the first sign of frustration.

Simultaneously, customer expectations for a better experience continue to rise. For simple or straightforward interactions, customers expect a wide range of efficient and easy-to-navigate self-service options. And for more unique, nuanced, or complex issues, customers still want to talk to agents but they expect those interactions to be pleasant and efficient as well.

Because of these trends, most contact center managers are discovering that the costs for hiring and retaining a capable staff and the costs for delivering great customer service with the help of those agents are rising at a pace that lots of contact centers are going to struggle to keep up with.

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How We’ve Been Solving the Problem

Naturally, some contact center managers will try to forge ahead with the same management practices, feeling that spending more money on the problem and just “trying harder” will keep their contact center functioning effectively. But with fewer agents available and higher customer expectations, resources spent on fixing these problems do not produce effective results and don’t facilitate sustainable improvement. Instead, what you get is:

  • Agents are frustrated. They don’t feel helpful or valuable, they are overworked, they burn out quickly, and they leave for more appealing opportunities, of which there are many.
  • Increased customer expectations go unmet. Customers are frustrated that their issues are poorly resolved and that the agents they deal with are unpleasant or incompetent. They leave and choose to work with your competitors instead.
  • Managers spend all their time putting out fires. They have no opportunity to make improvements because urgent issues constantly demand their time, attention, and resources. Metrics suffer and managers feel increased pressure from management about the contact center’s performance.

Any of these outcomes would be bad enough on their own, but managers who refuse to change their approach will find that all of these things will start to happen (if they’re not happening already) and each of these trends exacerbates the others until increasing costs spiral out of control without achieving any real improvement. In other words, frustrated agents result in unmet customer expectations and managers having to spend time addressing agent issues. Increased customer expectations result in agents getting overworked and getting frustrated because they’re not able to meet those expectations. And harried managers aren’t able to make sustainable, measurable improvements in taking care of their agents or their customers. In the end, no one is happy and no one is doing their job effectively.

2022 is Going to Require a New Approach

To survive in this new world, contact centers will have to change their approach and that approach doesn’t start with ramping up hiring, spending more on technology, or developing new channels to help customers—it starts with clearly defining the process for delivering great customer service.

Only when you’ve clearly defined how to do the job correctly can you create a baseline for good service. Initially, the process might take a bit longer but at the very least you know the job is getting done right. Once the job is done right, you can look to technology solutions that facilitate that process being done quicker, that enhance your agents’ ability to follow the process, or that let your customers get the same great service in different channels. So all of your technology dollars are spent on improving from that baseline standard you established rather than solving one problem only to create another one, e.g. reducing handle times only to see quality scores suffer.

Lots of managers will respond that they already have their processes clearly defined because they have a knowledge base. But knowledge bases are insufficient in two ways. First, they’re never detailed enough to cover every scenario that an agent will encounter. Second and more importantly, accessing the information in your knowledge base is time-consuming and error-prone. Any agent who needs to reference your knowledge base usually has to switch to a different program and then search for the answer they need, read through those instructions once they find them, and interpret the best way to proceed based on what they found. While this is happening, customers are just waiting on the other end so handle times keep going up. Also, any two agents might interpret the steps wrong or in a rush they might miss a step, resulting in inconsistent service and often frustrated agents.

For a well-defined process to be truly effective at improving service or improving the agent experience, the right information has to be given to the agent when they need it and the steps forward have to be clear. Then when every agent knows exactly what to do on every call, the result is:

  • Agents want to work for you. Their jobs are simple and straightforward, they are good at what they do, and their work is stress-free. Recruiters get an advantage in the contracting labor market that isn’t based on just paying higher wages. So, costs associated with hiring and retaining quality agents goes down.
  • Customers get exceptional service. The job is done efficiently, accurately, and uniformly every time a customer contacts the company regardless of the complexity of their issue or the channel they choose to use. So, the cost of delivering great customer service goes down and quality increases so customers are more likely to remain a client.
  • Managers no longer spend all of their time and resources putting out fires. They get constant and sustainable improvement which results in better metrics, reduced stress due to more predictable costs, increased performance, and better outcomes.

How are you going to remember 2022 a year from now? Will it be the year that you worked harder and spent more money without realizing significant results? Or will it be the year that you changed your approach, focused on clearly establishing your process, and reached contact center bliss?

Publish Date: January 18, 2022 12:23 PM


2022 Buyers Guide Customer Relationship Management

 
1.) 
Academy Call Center

Tele-Sales and International Call Center
With the KRK Academy Call Center, it is not just to answer your incoming calls;
Social media management
online help
WhatsApp reply
outbound call services
Voice response systems
Call center software solutions
Voip services
Social Media Ads, Google ADS Ads, SEO, Website setup
Reporting services for your company
You can do things like.

2.) 
Alliance Infotech Pvt Ltd

alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.

3.) 
Alycom Business Solutions

CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.

We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management.

We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.

4.) 
Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

5.) 
Commence Corporation

Commence CRM
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.

6.) 
eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

7.) 
FinCRM

FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.

FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
(read more)

8.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.

9.) 
NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.

10.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.

11.) 
Notoriety Group

Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive

12.) 
Vads

Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
- Analysis to measure performance and gain new target and business insight
- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.

13.) 
TrendzAct

Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
 



View more from Vistio

Recent Blog Posts:
The Key to Contact Center Success in 2022: Focus on ProcessJanuary 18, 2022 12:23 PM
Why You Need to Finally Kill your Knowledge BaseJanuary 18, 2022 12:18 PM
Quality Scores and CSAT: The Oil and Water of Contact Center ManagementJanuary 13, 2021 9:56 AM
Cure The Cause of a Bad Agent Experience (Not Just the Symptoms)January 13, 2021 9:55 AM

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