Small Contact Center Buzz at Enterprise Connect

As I reflect on last week and my time spent at Enterprise Connect, I can’t help but think about all of the conversations I participated in about the unmet needs of small contact centers. The #1 question asked at the show was around how a small contact center can possibly compete with the “big guys,” meeting the same expected service levels that they do with limited resources. Many were wondering if the cloud can help them meet this challenge.

For those who may be unaware, 65% of the contact centers in the world have less than 50 agents, meaning that over half of the world’s contact centers have been unable to deliver the same exceptional customer experience as their larger counterparts. However, if you manage a small contact center, you are familiar with this struggle. Here are some questions that small contact center managers can answer to help determine if they would benefit from a cloud-based solution.

  1. Do you find it difficult to offer the same level of service as large contact centers do?
  2. Is providing exceptional customer service a priority, and would it differentiate your business?
  3. Has hiring the “right” agents and emphasizing agent training gone as far as it can go?
  4. Would you like to be able to deploy new technology and capabilities more rapidly?
  5. Must you often say no to the business because of a lack of resources or expertise?
  6. Is it hard to find fully functional, market leading solutions that fit your small center’s budget?
  7. Do you need to be up and running quickly?

If you are looking for ways to level the playing field between you and “the big guys,” I encourage you to read this informative whitepaper, “A Practical Guide to Understanding if the Cloud is Right for Your Small Contact Center,” to see if the cloud can help you do it. Take a few minutes to take the survey contained in the paper and see how you score.

My guess is that you’ll find the cloud to be an effective way to exploit the unique and inherent strengths that small contact centers have – speed and agility, entrepreneurial spirit and ability to develop meaningful personal relationships – to gain the customer service advantage.

A big fan of the underdog,

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.