Frontline News   •   January, 2020

Looking for a new solution takes time and several perspectives. Whether you’re a new contact center or an existing contact center who needs more options, there are several things to take into consideration to take your business to the next level. Here are 8 things every contact center should think about:

1. How it will impact customers?

Customer service is an essential part of any business. While researching, consider which option has the greatest potential to have a positive impact on your customers. Whether you’re able to build an IVR that is easier to navigate, better customize call routing, or provide better hold options, keep your customers’ experience in mind.

2. How your agents will adapt.

It can be a challenge learning a new system; there will be a learning curve depending on the agents’ experience. Will this platform keep the productivity level the same or will it simplify post-call work, freeing up agents to take more calls?

3. Functionality.

How do you currently reach your customers? Platforms now offer several ways to reach customers; phone, email, chat, text, social media … the list grows as time goes on. Even if you are only using phone right now, these additional options can increase engagement and help your business expand!

4. Reporting capability.

Whether you need daily reports, reports on productivity or the types of calls you’re receiving, it’s important that you can get the data you need. Some platforms have more options for standard reports, or even reports you can customize. If there is anything you wish you had more data for, be sure to ask about their capabilities!

5. Streamlining & User Error Prevention.

Related to agent adaptation, streamlining processes & preventing user error makes everyone’s life easier. Reducing the post-call work as mentioned above, and automating certain functionalities can prevent user error, thus improving customer service.

6. Integration.

Do you have a CRM or database? Different CRMs/databases are supported by different platforms so while that quickly narrows down your options, consider their experience with integrating to ensure a quick turnaround time.

7. Support.

While platforms run smoothly 99.9% of the time, it’s important to have platform support for that .1% where you may run into issues. If you’re open late or 24/7, being able to get updates and support in a timely manner will keep your business running smoothly.

8. Future needs.

As your business grows and you find there needs to be changes to menus, queues, etc., discuss what functionality can be updated once the platform is pushed through into production. Can they be changed within the platform; will you need to update the scripting in the backend? See what options are within your hands once your platform is live.

While these points may seem simple, they are the foundation for creating a successful solution. Once these are taken into consideration, you can focus on the more specific details that pertain to your company, continuing to take your contact center to new heights!