Customers and business leaders alike demand a great deal of contact centers which cannot easily be met using the simplistic approaches used to develop early, isolated contact centers. In order to provide a top-shelf customer experience, contact centers must adopt sophisticated processes which can evaluate and route calls quickly and effectively to the right agent, and which schedule agents based on their abilities as well as predicted call demand.
White Paper
Making the Complex Simple
Efficient and Effective Contact Center Growth By Theresa Hull-Clarke & Rick Glew
Customers and business leaders alike demand a great deal of contact centers which cannot easily be met using the simplistic approaches used to develop early, isolated contact centers. In order to provide a top-shelf customer experience, contact centers must adopt sophisticated processes which can evaluate and route calls quickly and effectively to the right agent, and which schedule agents based on their abilities as well as predicted call demand. Examples of Bell Canada Enterprises' recent contact center transformation are used throughout to demonstrate how companies can improve customer service while lowering operating cost by integrating disconnected contact center operations.
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In an ideal world, contact centers would run with clockwork predictability. Calls would come in with perfect regularity, one at a time, with no overlap, and omniscient agents would answer every inquiry quickly and accurately. The real world is a much more complicated place, with customers who have complex needs which rarely fit into just one or two neat categories. Of course, your customers have little sympathy for your travails. They expect a quality experience each and every time they reach out to your agents. Your challenge is to keep the complexities of your contact center from becoming a fragmented, disjointed collection of ringing phones, ensuring that each connection is a productive, satisfying one for both the customer and the agent.
Transforming the Operation "Quality is meaningless Running away from complexity is not an option. A simple contact center cannot meet without consistency and the demands of a modern contact center to be efficient and consistent. Nor can a simple contact center successfully manage the multiple channels and blended inbound and outbound a diverse contact center communications which are vital to good customer relations in a supremely connected world. cannot deliver consistency And simple contact centers have no hope of evolving beyond its roots as a cost center into a strategic contributor to bottom-line value and an organizational model of excellence. These without the ability to accomplishments require sophistication, and sophistication requires diversity, flexibility and a accurately assess the past wide base of knowledge. and build operational
But complexity need not be complicated. The diverse needs of your customers and the forecasts for the future."demands of your company's range of products and services can be brought under control to create a contact center that is both effective and optimized, without sacrificing the hard-earned trust of either customers or employees. Bell Canada Holdings is just one of many companies that has committed to transforming a fragmented, complicated operation into an optimized, multi-functional contact center, after recognizing the inefficiencies of functional silos.
Each center had selected its own operating platform and approach to workforce management, robbing the organization of consistency and uniformity. Like many companies in Bell Canada's position, the costs and inefficiencies became intolerable, so Bell Canada committed to a long-term integration plan. Integrating fragmented call center operations into a sophisticated, modern contact center is necessary for any business that wants to understand the true impact of the customer relationship with the face of the organization. Through integration, it becomes possible to improve the way each and every agent can quickly and knowledgeably respond to any customer demand.
Callers expect three things from your organization-to be helped promptly, knowledgably, and passionately. Fail to deliver on these expectations and you risk sacrificing your entire brand image in your customers' eyes. Therefore, it is imperative to keep complexity from sabotaging your ability to deliver a qualit... [download for more]
