Data capture, integration, omnichannel communication – today’s contact center pain points are nothing if not challenging.
Against a backdrop of increasingly-sophisticated customer demands, they are the three big nuts organisations everywhere are keenest to crack.
Intensifying the pain is the speed at which CEOs and boards want to move.
As always, they want it all – and they want it now.
It’s an environment in which, more often than not, out-of-the-box solutions don’t quite cut it.
There, basic technology often supports basic functionality; but it’s in the arena of contact center customisation where the significant gains can be had.
But who really has the budget for truly bespoke design?
And why – when the same kind of challenges are often felt across the entire vertical spectrum – is it not possible to take what already works well and tweak it to work brilliantly?
Well, as is so often the case, if an organisation picks the right provider partner, that’s precisely what can happen.
“Listening to the customer, understanding their pain points, and adapting a proven solution which addresses them – that’s how you can make a big impact quickly,” says Andrea Albert, Design Specialist and Project Owner at global enterprise-class contact center and IVR provider ComputerTalk, which is helping organisations everywhere do just that.
ComputerTalk has invested in a dedicated, in-house team of designers and project managers who focus on continually iterating its existing and proven solutions to address ever-more complex business-specific requirements.
“The process begins with a kick-off project to review the end user organisation’s requirements,” says Albert.
“Then we get into a joint application session where we sit down and design a solution. Most organisations want to accomplish similar things but have different workflows and processes to manage.
“The most common question we get asked is: ‘What’s the standard for our business in general?’
“But there is none. It always comes down to what the individual business is looking to do.”
Albert and her team have learned that it’s those three key areas of capturing and interpreting data; integrating contact centers with existing CRM platforms; and taming the omnichannel world which are highest on organisations’ priority lists.
“A lack of Key Performance Indicators seriously hampers an organisation’s ability to improve its processes,” she says.
“We hear everything from: ‘I don’t have reporting’ or ‘I have limited reporting’ or ‘I have a really hard time getting reporting,’ to organisations not really knowing what their staff are doing sometimes.
“I always like to say that numbers speak volumes because really they do. My focus is always on designing a solution that provides the right data. If organisations can’t understand how their staff are responding to calls or what the call volumes are, they’re not getting the information they need to push the business forward.
“We also work with organisations who want their call center to integrate with their CRM; so they have a more cohesive overall experience.
“And then we are asked to design functionality which accommodates all of the increasing ways in which people want to communicate today – voice, chat, email, SMS and social media.
“People want to interact with organisations however and whenever they want, and they want the experience to be slick and fast.
“Everybody has a smartphone, so everybody has that access to technology. It is a challenge for some businesses, but we can facilitate a solution that ties it all together.
“It’s all about first call resolution. That’s the goal: to provide the best possible customer experience.”
It’s a design process which benefits hugely from a consultative, collaborative approach.
“We usually invite anybody that considers themselves a stakeholder,” says Albert.
“So, we’re talking managers who actually manage the contact center on a daily basis as well as more high-level individuals.
“That’s really important because if we just consult with senior people who are too distant from the day-to-day operation, there is a risk that the right decisions are not made.”
Often, a best-fit solution already exists but just needs some modification.
“It might not meet all of a customer’s requirements, but it might meet many,” says Albert.
“In that case, we can customize a little in order to really deliver what they want.”
For Managed Service Providers, Value Added Resellers and system integrators in particular, it’s an approach they are able to leverage to their own advantage, as well as their customers’.
After all, MSPs and VARs are only as innovative as their most-innovative provider partner.
Pick the right one and all parties benefit.
To learn more about how ComputerTalk can help you and your customers’ business thrive, visit www.computer-talk.com
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