Basics for modernizing contact centers

Contact centers are positioned all over the world. Some are old, and some of them relatively new. As the world is evolving, so are customers and companies. But in many cases, contact centers are not. This means that there is a significant need to modernize current contact centers. First of all, contact centers need to go back to their roots and look at the basics to understand what’s missing or wrong.

The basics

There are three Rs for a contact center: routing, reporting, and resources. The first one, routing, is all about giving the right task to the right person. Hence, connecting the right resource with the proper work, it’s all about matching. The second R is about proving and showing that something got done. Important to note down tasks to see, who’s doing what. The last R is about the people or machines that work at your business and provide you with clients. This R is about way more than just people. It encompasses three core domains.
– Foundational routing patterns
– Best practices and exercises for contact center data
Omnichannel blending models.
Each R has its own basic rules and techniques. But the most basic rule is that you must align all three of these in order to run your contact center correctly. Do not change one without considering the others.

Getting started with contact centers

Knowing what you are trying to do is one of the most critical tasks. It would help if you tried answering the following “for you” questions as well as possible to get an idea.
How do you measure success for modernizing your contact center?
On a bad day, what is prioritized?
What are some of your constraints?
The way you answer these questions will aid you in your search towards modernizing your contact center. It could give you the framework for how the route and set up your resources as well as what you need to report on. If your company has a vast dissonance between your spoken and unspoken goals, then you should try and resolve this; it is essential. This will give meaning to any clean up that has been done as well as making your design of advanced capabilities.


In conclusion, modernizing your contact center is a big necessity. The future will bring many things, and if your company, together with its contact center, did not modernize, it could cause catastrophic problems. Ideas such as AI could be applied to contact centers to aid them in with customer service. There is a lot of automation and predictive capabilities in AI technology that could be applied to contact centers. You’ll be surprised at all the possibilities, such as personalizing engagements and much more; they build a solid foundation for the three essential Rs. Focus on these three important Rs; they will launch your contact center forward and help you with so many things. Companies who can use and match these Rs in the future perfectly could get a head start on other companies who don’t use them.

If you want to learn more about contact centers and what we do as a company, click here.

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