Contact Center Transformation Featured Article
Contact Center Transformation Requires a Team Effort
January 03, 2013
By Rich Steeves, TMCnet Web Editor
In this day and age of multi-channel communication, transforming your contact center into a dynamic hub of customer contact can be a tricky proposition. Customers wish to contact customer service through Facebook (News - Alert), Twitter, e-mail, SMS, voice calls and more, and it is important for contact centers to keep this in mind. But transforming a contact center requires a lot more than just investing money in the latest and greatest solutions. It requires teamwork.
As Jennifer Schneider of West Interactive pointed out in a recent blog post, you could pile up a host of cloud-based solutions, adding IVR/ACD/SMS and a bunch of other abbreviations into an alphabet soup of customer contact and you still might not satisfy your customers’ needs. The secret, of course, is having the right team in place.
The key is team integration. You don’t want your technology siloed, nor do you want to silo your people. Start with a focus on training. Then team building exercises come into play. It is I important to dedicate real time and effort to this initiative. Bring different departments together on a regular basis so that the marketing team can know what call center agents are up to and vice versa. After all, marketing impacts customer expectations and desires, so communication is important as well. Also, consider getting the whole team involved in social media efforts. These people are the voice of the company, so let them have a chance to be that voice on the Internet. Customers like to hear that businesses are not monolithic, and that there are people who actually care.
Take the time to build up your team and focus on the people, your most valuable resource. In that way, you can transform your contact center not just through technology, but with heart and soul as well.
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Edited by Jamie Epstein
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