Can Cookie-Cutting Technology Solve your needs?

In 20 years in the Contact Center Industry, I cannot recall a single moment when the same technology has worked for every client. Even in the same line of business, operations require certain adjustments that fit their own needs.

Standard reporting is always helpful, but at some point, this changes. Numbers need to be viewed a certain way, in a particular order, or maybe just in a friendlier format to share across the teams. Details must be customized to show orders that are very specific to the services provided. Products must be named and any other differentiation is always a requirement.

Because your operations have been designed by different people and need specific setups. A technology that is flexible, customizable, and has the answers to your questions.

This is what my experience looks like when it comes to satisfying the proper project assembly:

When technology is shared it shows common practices, but does it reflect your own?

Don't get me wrong, some cookie-cutting is good. But downloading an app to solve your operational needs will only bring certain challenges to the team. Dialing strategies may be very specific to what you offer and must be aligned to certain internal or external rules.

Maybe you have a combination of services you would like to offer. Upgrades or cross-selling. The way that you indicate to your agents when and how to provide these options will determine the success of your revenue goal accomplishments.

On the other hand, this may probably not be your main interest. You may be looking for a solution that provides you with information from your customers. What are their main interests and how do they obtain what they're looking for. Nowadays, satisfying specific needs by knowing your customers is as valuable as any income.

Providing the proper response to enhance your customer experience, create loyalty and ensure retention is what many specialized companies are looking for. And these clients are definitely one of a kind.

You may have both of these teams in your organization. One that takes the orders and another that keeps them or ensures quality. These teams may work together and under the same technology, both processes can be very well tied together.

How can we differentiate ourselves?

The structure is key when it comes to standardizing a process that differentiates our services. Procedures that are internally proven to solve our specific customer requests must be part of our day-to-day tasks. Tracking these tasks is part of how technology helps to accommodate the daily routines, by ensuring that they are not left aside or forgotten.

Helping your team follow the proper steps allows them to organize their responsibilities, ensure their completion, and track assignments.

Maybe this is something you don't use currently but will definitely make a difference when you see how an implementation like this improves internal efficacies as it also increases customer satisfaction while reducing waiting time and misinformation.

Customers always need us to think ahead. Comparing inter-departmental data can also be the easiest way to identify future inconveniences.

All of this can be done in the same solution. As a matter of fact, having multiple software for this is very tedious. Consolidating information makes the process have an added step that is completely unnecessary. Automation and consolidation of different platforms can be even more costly than having your own. So, all of your reporting, scripting, dialing strategies, etc must be aligned to the same management system, that will handle all of this in a centralized manner.

Do you think your team may benefit from increasing efficiency?