Article : How to Build A Modern Contact Center
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.
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About NICE inContact:
NICE inContact CXone™ is a unified cloud customer experience platform. CXone combines Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact’s solution empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. NICE inContact’s DEVone developer program is the industry’s largest partner ecosystem, providing applications from partner companies on the CXexchange marketplace that are designed to integrate with CXone.
Published: Thursday, January 24, 2019
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