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Article : How to Build A Modern Contact Center

#contactcenterworld, @inContact

The evolution of every contact center is different. Medium sized organizations, in particular, are diverse, each with their own unique set of needs, opportunities and challenges. But once a contact center has committed to evaluating what’s needed to take the next step, how can you turn that intention into action?

In my last article, I outlined several important topics and questions to consider when modernizing your contact center, including setting clear solution requirements and determining the best use of resources. For example, using a contact center as a service (CCaaS) may be more efficient and cost effective than purchasing and maintaining contact center technology in your own data center. In charting a path forward, here are a few recommendations on how to build a modern contact center:

Tie solution requirements to outcomes

When looking at the different ways to modernize your contact center, look at specific areas –

like workforce management, analytics, and omnichannel routing – and identify what end goals these systems support. This puts additional focus on those features and capabilities that have the greatest potential to directly improve customer experience, reduce cost and/or improve revenue.

For example, consider a contact center manager who needs to cut costs. They identify an opportunity to do so by improving call Average Handle Time (AHT). Today, AHT is high because it takes agents too much time interacting with non-integrated systems, like CRM, to quickly answer and document calls. By integrating the contact center with a CRM, AHT is reduced by 21 percent (or two minutes per call). This increases the annual effective capacity by 27,300 calls, allowing the contact center to reduce wages by $45,000.

By taking a quantifiable approach to impacting KPIs, contact center leaders can clearly map back to overall objectives and business outcomes. That, in turn, helps prioritize requirements, evaluate capabilities, and demonstrate why your contact center modernization recommendation will deliver business value. A contact center isn’t modern because leaders have invested in all the bells and whistles, but because they’re strategic in understanding the use cases and benefits that apply to their organization’s unique needs. When you combine multiple cost-saving or revenue-enhancing use cases, your business case becomes even more compelling.

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Treat agents like customers

Discussing what a modern contact center looks like is commonly done through the lens of the customers themselves. What is their experience? Do they have all of the channels that they expect available to resolve issues seamlessly and quickly? Truly modern contact centers, however, also understand the unmatched role of the agent experience in fostering deeper customer connections. In fact, the recent NICE inContact CX Transformation Benchmark study found that consumers prefer agent-assisted channels over self-service channels by two to one. And, consumers are most satisfied with online chats with a live agent, compared to 10 other channels evaluated. Holistic contact center improvement requires that agent needs are satisfied, too.

Look at opportunities to simplify the agent experience just as you would for the end consumer. A unified, open cloud contact center platform can power seamless transitions and experiences, customizable for the unique needs of your business. Rather than a patchwork collection of tools, give agents everything they need in a single, easy-to-use interface, so they can spend more time focusing on customers and less time on logistics and administrative functions.


Bring the plan to life

The framework for modernizing the contact center is remarkably simple:

  • Clarify solution requirements and reduce scope and cost
  • Determine whether the potential financial benefits available from contact center as a service (CCaaS) are right for your organization
  • Focus solution requirements specifically on the problems to be solved
  • Put as great an emphasis on agents as customers
  • Demonstrate long-term financial value of the investment

By following this roadmap, contact center leaders not only take the step of ensuring that technology solutions are up to date, but that core stakeholder expectations are met and exceeded. Success in the customer experience economy requires these audiences to live at the heart of how your contact center operates.

#contactcenterworld, @inContact


About NICE inContact:
Company LogoNICE inContact works with organizations of all sizes to create customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, a cloud customer experience platform, we combine Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation to help any company transform every single customer interaction.
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Today's Tip of the Day - Consider Your Center As A Production Line

Read today's tip or listen to it on podcast.

Published: Thursday, January 24, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Headsets

All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing




Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.


Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.

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