The latest rumors in the tech blogosphere are buzzing that a new iPhone may be coming out as soon as this summer. This leaves many recent purchasers of the current version feeling that they may have just paid full price for soon-to-be out of date technology. Will the new version be worth upgrading, or will it just be an old penny shined up to look new?
Nowhere is this plight truer than for the technology buyer in the contact center, where purchases or upgrades are driven by the quest for better operational efficiencies, integration of acquired technology or replacement of old, depreciated or under-performing systems. But spend too much and you’ve dug your center into a hole. It may be difficult to determine how often to do a tech refresh, and which devices still have more life in them.
In addition to system upgrades and technical integrations, contact center technology buyers must discern which new software applications will best meet changing customer contact preferences such as social interactions and mobile access, as well as which will improve efficiency and best support the on-going goal of providing the ultimate customer experience. For example, certain customer service industries may greatly benefit from becoming aware of trends and customer communication on social media platforms. Consider a trial period before you invest significant resources. If you do decide to collect that social media data, you’ll need a way to track and monitor it.
Underlying all of these considerations is the need to better measure overall performance. Contact center managers are realizing that after-the-fact historical reporting and manual process can only take you so far. They need more analytics and the ability to adjust to the random nature of contacts and the overall real-time demands they face every day.
Technology buyers face decisions here too. Everyone wants to improve performance, but at what cost? A good historical reporting platform is in place, the workforce management system performs well enough, and calls are automatically routed based on preprogrammed criteria and skills. However, a real-time performance management solution that can monitor and display key performance metrics in real-time, along with other vital enterprise data is still needed. Such a system provides an early warning to address ‘in moment’ customer service issues and allows contact center manager to adjust to daily trends and meet the challenges of unpredictable call volumes and suddenly misaligned schedules.
Contact center technology, depending on the type, may become quickly outdated with the changing demands of your industry. So be sure to invest in solutions that can grow and adapt with you, and you’ll find your future investments in the system are low.
How often do you advocate replacing technology in your contact center?