Article : Contact Center Solutions – How Far Do You Need To Go?
Last week I was asked to present "The Art of Selling to Contact Center Managers" to a group of senior sales people who sell UC, Telecoms, Collaboration and Contact Center solutions for one of the leading manufacturers. Nothing new there then? Except on this occasion I was surprised when the head of this highly motivated and talented group of professionals told the group that their core technology is just one way to differentiate from the competition, the other is to leverage value added solutions which touch different audiences and focus on real business outcomes.
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Everyone does that right? WRONG!
I've been working with telecom vendors for the last 16 years, and in that time I have noticed a worrying trend, many of these companies don't seem to understand that when it comes to contact center the agents are a huge factor. Of late more and more of us are talking about "Selling Outcomes" and that's all very good, but how can you sell outcomes if you don't really understand what these outcomes look like. Take a Contact Center for example, if we assume the purpose of a contact center is to deliver customer excellence and loyalty, it's perfectly plausible to have an extremely successful contact center with old technology. How? Well because it's the agents who create those positive experiences which customers come back for time and time again, not the techno logy. The opposite however is not true, you might sell a customer the latest contact center technology and because the agents are disengaged, disloyal and unhappy, this investment will never deliver the returns it could have.
So as a Contact Center solutions provider where does your resposibility stop? Does it stop at delivering the technology and keeping the IT Director happy? Or does your responsibility extend to the agents, their environment, tools, happiness and ability to create customer loyalty?
Today's Tip of the Day - Test Skills When Recruiting
About SJS Solutions:
Founded in 2001 SJS Solutions have dedicated over 16 years to the improvement of contact centres across the globe. We take a consultative approach towards solving the biggest challenge facing call and contact centres today, the retention of good agents (CSRs). According to Gallup just 31% of employees are engaged at work and an improvement in worker engagement of just 5%-10% can result in an increase of approximately 1,227 to 2,454 more available call minutes per agent per year. Optymyse is more than just a wallboard, it’s a completely new way to empower, engage and motivate your agents. To have the biggest impact we strongly encourage our customers to replace negative call handling metrics with Customer Satisfaction (CSAT) and Net Promotor Scores (NPS), and to move as far away from traditional wallboard or dashboards layouts as possible. By using the latest REST API and Browser-Based technology we give our customers the ability to re-connect agents to their brands, remind them of core company values, be empowered, satisfied and most of all have access to the information they need to deliver positive customer experiences. When purchasing Optymyse, the worlds most flexible wallboard software, customers also receive the tools, knowledge and support required to create amazing contact centers, filled with happy, engaged, loyal agents.
Published: Thursday, February 1, 2018
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