Contact Center Success Part 3:
Calling All Chief Customer Officers – How to Be a Hero
Tracy Lehmann, Technical Liaison, Contact Center Practice, VOSS Solutions
A big “hello” to all chief customer officers out there! How to be a hero in this day and age? The pressure is on for contact center leaders around the world as they strive to manage the performance and experience of a distributed workforce while ensuring multiple technologies meet their staff’s complex needs. Meanwhile, there is a need to keep an eye on costs, and find the balance between sweating legacy assets and adopting new cloud technologies.
Customer experience is more important than ever, but so is employee happiness and staff retention. This, in turn, links to productivity, which has a knock on effect on customer experience. And so we cycle.
As a chief customer officer, how are you navigating this complex web of challenges, to not only keep your business operational, but to be a standout hero?
This blog post gives six examples of how a chief customer officer can achieve the seemingly unachievable!
1) Use technology to be more agile and get better results
Agility is critical; especially in a contact center. Empowering supervisors to make changes to meet evolving business needs will drive a better and more efficient outcome. Get agents ramped up more quickly, with quick and easy access to the right tools to do their job effectively. Ensure the UC tools that your team uses are easily accessible from any working location, to empower remote agents, to enable you to quickly move agents or change a setup, and to give your team the freedom of hybrid working. Use UC performance management technology to monitor and measure employee productivity to overcome any hurdles that prevent a quick ramp up, to understand employee behavior, and to make adjustments and improvements where necessary.
2) Automate onboarding and offboarding
Speed the process of getting your agents online. It’s that simple! Harness UC automation management tools to introduce zero-touch workflows. This will make previously labor-intensive, manual, and often error-prone onboarding and offboarding processes seamless and instant. From HR onboarding and commissioning the right tools to decommissioning licenses when a staff member leaves, then reissuing or canceling the license to save costs.
3) Understand your license usage to save money
Use analytics technology to get a holistic view of your license usage and to save your company money. Understand which are the most popular UC apps, who are the super users, where licenses are not needed, where licenses could be better optimized, and where money can be saved.
4) Manage your platform’s performance
Get a deep understanding of your collaboration platform’s performance. Understand *how* UC applications and tools are being used, when and why. Keep track of your team’s productivity, and use monitoring tools to highlight and resolve any experience issues that might impact performance. By understanding your agents’ experience, you will improve productivity, which will have a positive impact on customer outcomes.
5) Bring automation and performance management together for actionable insights
Make sure your UC automation management and performance management tools interconnect, so you benefit from the valuable, actionable intelligence they provide together. Take the time to learn about your customers’ experience. Understand wait times, and time to resolution. See the impact this has on the customer experience. Use tools to monitor and alert supervisors when service levels fall below your business standard. Then, use your automation management tools to do something about it! This will allow you to be so much more proactive – reallocate agents to meet a sudden spike and reduce wait times, or intervene if customer sentiment changes.
6) Harness the power of self-healing
Contact center environments generate big data sets. Applying AI and machine learning to this data increases intelligence and insight to provide recommendations based on policies, thresholds and responses. Take this a step further with self-healing, by extracting data, analyzing, diagnosing, and applying corrective rules through automated workflows with minimal to no human intervention.
According to Metrigy, more than a third of the most successful companies have adopted management tools for CX transformation. Centralizing the management of your UC and contact center platform – from a single point of control – is the first step. Overlaying this with a highly intuitive performance management platform, to give you actionable intelligence into your UC environment, will give you the competitive edge you need.
This is the time to invest in management technologies that will positively impact your customer experience. That’s how to be a hero.
Get in touch to discuss how the VOSS suite of automation, migration and performance management technology could be utilized to assist you in achieving your contact center management goals.
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