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Article : Contact Center Solutions – How Far Do You Need To Go?

#contactcenterworld, @sjssolutionsltd

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.

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?

#contactcenterworld, @sjssolutionsltd


About SJS Solutions:
Company LogoFounded in 2001 SJS Solutions is a provider in contact center optimisation. It’s no secret that people are the most expensive part of any contact centre operation. How do you motivate, protect, engage and develop your most important resource? Optymyse - A human-centric solution for motivating contact centres. We offer a neuroscience-based approach which takes care of your most valuable asset - your people. Using a scientifically supported formula, Optymyse delivers visuals which unlock the full potential of your contact center whilst protecting the wellbeing of all of your employees. The true power of Optymyse is that it encourages a complete rethink of how you use information to drive positive customer experiences time and time again. It’s a win-win situation. Optymyse was designed specifically to break the cycle of expensive workforce issues and promote employee wellness. This not only saves you time and money, it also allows agents to deliver outstanding customer experiences.
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Today's Tip of the Day - Disability Laws

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Published: Thursday, February 1, 2018

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