Five Steps to “Noooo-body!” in the Contact Center – Can the Cloud Help?

If you were to ask your contact center this question, “Who’s got it better than us?!,” how would they respond? How about your customers? Would they enthusiastically shout, “Noooo-body!” like the San Francisco 49ers (American) football team that just played in the Super Bowl? I know, they got beat and you’re probably thinking, “The Baltimore Ravens have it better than the 49ers…” but did we really have to go there? Ha!

While it’s a bit of a reach to think your contact center agents and customers will jump out of their seats and excitedly chant, “Noooo-body!,” perhaps it’s a worthwhile goal under the guise of continual improvement? You may have heard that taking your contact center to the cloud can help alleviate a lot of the common problems in a contact center operation. But can it?

As the owner of the contact center or technology that runs it, here’s a five step exercise you can run through with your team to uncover opportunities to see if the cloud can help.

  1. Paint a picture of tomorrow’s exceptional customer experience – set up internal brainstorming sessions and consider engaging an analyst or consultant to moderate the session and to infuse knowledge, ideas and objectivity. Get creative and have fun with it!
  2. Identify today’s unmet demands – conduct discovery sessions with customers, agents, supervisors and management to identify unmet needs such as new channels of communication, greater agility, better coaching, further differentiated service.
  3. Detail constraints – have a working session to discuss what is preventing the team from meeting current and future demands. This may include shrinking budgets, scarce resources, limited knowledge and experience, inadequate support tools, existing systems that must fully depreciate before being replaced.
  4. Search for complexity – challenge your technical team pinpoint bottlenecks in technology and/or processes. Examples include multiple aging legacy applications difficult to change or integrate, platform and application upgrade dependencies, ensuring security and compliance needs are met, planning for and testing failover and disaster recover mechanisms, keeping up with the pace of change.
  5. Evaluate the impact of cloud alternatives – take the results of the first four activities and understand how moving applications and infrastructure to the cloud can help your contact center. This is another area where engaging an analyst or consultant might be helpful.

After running through the exercise, I highly recommend you review these two whitepapers to help validate your results: Comfort and Security in the Cloud and How Cloud-based Contact Centers Expand Interaction.

Regardless of how the cloud plays into your future strategy, going through these five steps will undoubtedly reveal significant opportunities for improvement. What do you think? Do you have a step you’d like to share with our readers?

Here’s to aggressively pursuing that sweet, yet ever allusive cry, “Noooo-body!”

Pitchers and catchers report in two days. Hum baby!

Jason Alley

Jason Alley

Jason Alley

Jason Alley is a senior solutions marketing manager for Interactive Intelligence. Since his employment in 2010, Jason has helped Interactive Intelligence develop market requirements and go-to-market strategies for contact center, customer experience, and cloud solutions. Prior to Interactive, he spent ten years consulting with large enterprise contact centers and suppliers for Vanguard Communications, and a company he later founded, SmartContact Consulting. Jason spent the first seven years of his career in sales, marketing, and product management roles working for Aspect, Hipbone, Nortel, and others. Jason received his bachelor’s degree in business economics from UCLA.