Modern contact center differs from that of a decade ago first of all, at the level of efficiency. How to modernize the contact center?
It has been fascinating to see the elimination or, more accurately, the reduction of cursive writing from the school curriculum. It’s not certain whether millennial boys can read or write in cursive, but we do know that they communicate very well. Even though 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 managers as they try to improve their operations, connect with their customers in different and effective ways, and basically reinvent themselves. It’s fun to discuss AI and cloud technologies in these contexts that are very real. However, because we strive to adapt these tools to the business needs of all clients, we constantly find that my clients need help with the basics. If you’re one of those who struggle with the basics, don’t be ashamed because you’re in amazing company.
The Basics Of The Modern Contact Center
Routing means matching the right work to the right resource at the right time, so it’s a match game. Reporting is about proving that something was done and how it was done. It allows you to focus on data-driven improvement and reward goodness. Resources support who or what works in your company. The advent of machine learning in the world of natural language understanding has made this third “R” much more than humans. These domains make up my basic set:
- Foundational routing patterns
- Best practices for contact center data
- Omnichannel blending models
While each domain has its own techniques and ground rules, one of the most overlooked fundamentals is that you need to align reporting, routing, and resources to make your contact center work. You shouldn’t change one if you ignore the others.
How To Get Started?
To kick off the series, we need to talk about the basics of everything – knowing what you’re trying to do. Let’s start with the following questions to choose the best practices for “you”:
- What are your success metrics for remodeling your contact center? These are the ones that make you act, not just report them.
- What has the priority on a bad day? Something always gives when push comes to shove.
- What is it? This often goes unsaid, but everyone “knows” what to do when things go south.
- What are your astrictions? There may often be legal or contractual requirements here. However, another important question is if you have a small amount of work that a large number cannot pass.
The way you answer these questions gives you a structure for determining your resources and what you need to report on. One note: When I discuss this with my clients, there is sometimes a dissonance between spoken and unspoken intentions. If you believe it to be true, solving it is a big next step. It makes planning your advanced skills and cleaning your base meaningful.
Modern Contact Center – Conclusion
The automation and forecasting skills of artificial intelligence and cloud solutions are great. You will be surprised how you can make your commitments personal, unleash your employees to delight you and your customers. These useful new tools are not related to what you do now – they are and. They are based on a solid foundation in routing and reporting, and they are connected to resources. So even if you couldn’t write your notes in cursive, you’re still using words. The grounds for renewing the contact center are always valid.