Customer contact center operations have always relied heavily on their technology area to help manage and maintain their platforms and telephony infrastructure. This close relationship between technology and the center has led to a relationship that allows companies to solve customer service problems through the combination of technology and streamlined business processes.
With “the cloud” growing in popularity, companies are experiencing significant savings from reduced technology involvement in contact center infrastructure maintenance. While this cost savings benefit is one of the reasons companies are buying into the cloud, it is a mistake to completely detach the technology team from the cloud contact center environment.
Technology teams can be the eyes and ears of the company. As technologists work on various projects, they are often exposed to key business objectives throughout the organization. Technology management is in a unique position of proving their value, by pointing out business innovations that have occurred as the technology team works on integrating and consolidating projects from disparate parts of the organization.
In a like manner, technology teams that become familiar with the contact center platform from a technical perspective begin to see new ways to solve business problems with the platform. It is enlightening to see the user’s excitement when they realize they now have the means to solve a nagging business need.
Technologist’s needs to sit with phone agents. They need to measure the time and effort involved in how many clicks it takes for the agent to find the information they need or the right screen to enter an order. It’s time to get embedded. Ask a few agents what they wish they could change. (less seasoned employees are the best candidates….they are not set in their ways and are open to offering up fresh perspectives).
Equipped with in-depth knowledge of the customer contact center platform, technologists can create a plan that will help the contact center be more efficient. Whether it is decreasing handle times, or implementing easier ways to navigate from screen to screen….every positive enhancement will reduce operating costs in some way.
Innovation does not mean coming up with something brand new in the marketplace. If it is a new way of conducting business as usual…that is also a form of innovation. Do not be concerned with looking at what others are doing to solve similar problems.
Spend time daydreaming. It is easier said than done, but the job of a leader is to forge new paths into the future, not just maintain the current state. Schedule alone time as well as collaboration with others.
Attending industry and user conferences provide a platform for companies to share solutions they have come up with to tackle business and technical problems they have faced. If you happen to hear a good idea, don’t be afraid to adapt it to your organization.
Benchmarking assessment tools are now prevalent. Find out how your contact center’s technology resources and operational strategies stack up against your industry peers. Use the assessment information to build your business case for the infrastructure you need to drive the business. It’s time well spent.
Contact center operations and technology teams will continue to have a healthy and synergistic relationship long into the future.