Every morning I have a routine that starts my day. It mostly is mundane stuff like brewing coffee, making my bed and washing last night’s dishes, but it makes a big difference in my day. I’ve found that when I skip my routine, my morning process, I’m less efficient. The process is there for a reason.
There’s a value to improvisation, but it shouldn’t obscure the value of having a best practices process in place to ensure that tasks are done right and efficiently.
No less is this true in the contact center, where process arguably is even more important because the extra need for efficiency is mixed with the constant turnover of agents. For maximum effectiveness, there needs to be best practices in the contact center. For there to be best practices, especially with staff turnover, there needs to be good processes in place. Otherwise, customer service suffers.
"The casualties are loss of a customer, loss of respect for a brand that, to be fair, took a lot of effort to build, and worse, if you blog about it (naming names), huge embarrassment,” noted business process specialist Jaisundar Venkat in a recent blog.
Building the right processes into the contact center starts with having the right technology in place to deliver good processes.
Cloud-based contact center solutions provider Five9 (News - Alert), for instance, delivers computer telephony integration (CTI) that can give agents script reminders and keep them delivering the company message. At the same time, CTI (News - Alert) can offer up personalization based on customer databases to help the agent both stay on message and seemingly go off it for a more personal interaction with the customer.
The IVR delivered by the Five9 solution is intuitive and easy to script, further establishing a predictable process. More important, the ease of IVR modification means that contact centers can revise their IVR menus easily to improve processes.
Further, Five9 provides contact centers with management applications that help optimize agent quality performance, gain actionable insights from root cause analysis, accurately schedule agents, and make quality assurance integral to the contact center. Process breakdowns happen, and with the management applications in the Five9 solution, it is possible to quickly correct such breakdowns.
The process is there for a reason. The trick, more often than not, is staying true to that process. The right technology can help make that happen.