Basics That Power the Modern Contact Center

Instead of talking about the cool and new tools, this blog post introduces a series about the basics for modernizing the contact center. It’s been intriguing to see the removal, or maybe, more accurately, the reduction of cursive writing from the school curriculum. It’s not sure that millennial sons can read or write in cursive, but we know they communicate very well. Even if grammar and spelling are automated, and they use modern tools to connect, they still use words to convey meaning. To bring it back to the contact center world, we help contact center leaders as they try to improve their operations, engage with their customers in different and powerful ways, and essentially looking to remodel. It’s fun to have conversations in those contexts about artificial intelligence and cloud technologies that are actually real. However, since work to match those tools with all the clients’ business needs, we continue to find out that my clients need help with the basics. If you’re one of those fighting with basics, don’t be ashamed because you are in some amazing company. 

attrezzatura, aula, banchi


Routing regards connecting the right work with the right resource at the right time, so it’s a match game. Reporting concerns proving that something got done and also how it got done. It lets you focus on improvement based on data and reward goodness. Resources support who, or what does the work in your business. The start of machine learning in the natural language understanding world has made this third “R” about way more than people. These domains will make up my basics series: 

  • Foundational routing patterns
  • Best practices for contact center data
  • Omnichannel blending models

While each domain has its own and techniques and basic rules, one of the basics most forgotten is that you must line reporting, routing and resources for your contact center to run. You shouldn’t change one if you don’t consider the others. 


To kick off the series, we have to talk about the basic that underpins it all – knowing what you’re trying to do. To pick the best “for you” practices, let’s start with these questions:

1. What are your success metrics for remodeling your contact center?

These are the ones that make you act, not just report on them.

What has the priority on a bad day? Something always gives when push comes to shove. What is it?

This is often untold, but everyone “knows” what to do when things go south

3. What are your astrictions?

Considerations here can often be legal or contractual demands. However, another important question to ask is if you have low volume work that can’t be overrun by high volume work.

The way you answer these questions gives you the structure for how to set up your resources and what you need to report on. One note: When I work through this with my clients, there’s sometimes a dissonance between the spoken and unspoken purposes. If you think it’s true, resolving that is a big next step. It makes your design of advanced skills as well as any clean up of your foundations meaningful. 


The automation and predictive skills coming with AI and cloud deployments are awesome. You’ll be surprised by what’s possible to make personal your engagements, unleash your employees so they wow you and your customers. These helpful new tools are not an or to your current operations — they’re an and. They base on a solid foundation in routing and reporting, and they interface with your resources. So, while you could not write your notes in cursive anymore, I bet you still use words. The basics for remodeling your contact center will always apply.

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