Since the inception of the Contact Center more than 60 years ago, the demands placed on it by the business have increased every year. This increase is primarily due to the sheer volume of consumer products and services paired with the rise of communication technology. In response to this relentless pressure, new features were tacked on over time, morphing the Contact Center into a clunky but immeasurably necessary business unit. And more recently, it has been acknowledged as a critical revenue center.
We’re at a pivotal point in the life cycle of the modern Contact Center for two primary reasons:
The result of the two points above? A reactive customer service motion that is, simply put, stuck between having too many tools (not having a single reliable place to manage every interaction) and having a piecemeal data/reporting strategy that makes optimization decisions difficult.
We know that unnecessary complexity is detrimental, but doing nothing in the face of shifting consumer trends is perhaps moreso. So how do we plot a course forward that both keeps up with consumer trends and fits your business? We’ve come up with a list of considerations that will take your CCaaS operations from large, clunky dinosaur status to living, breathing, revenue-driving workflows that blend CC philosophy with technology.
We’ll be writing and sharing more of our thoughts on the modern Contact Center in the coming weeks. Feel free to bookmark our blog for best practices and updates in the customer service space.
You can also take a self-guided demo of our Contact Center platform, or request a custom demo from our team here.