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How a Single Platform to Support Customer Care Can Protect the Base
Hosted Contact Center Featured Article

How a Single Platform to Support Customer Care Can Protect the Base

December 22, 2014

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By Susan J. Campbell,
TMCnet Contributing Editor

The contact center is a constantly changing division of the company, responsible for so much more than simply talking to customers. Whether yours is a hosted contact center or call center on demand, you’ve likely been managing multiple channels in a myriad of ways in an effort to best serve the customer. Do you know if you’re being effective or simply reactive? Do you know for sure that you have the right IT solutions in place to keep moving forward successfully?


One of the reasons there is constant change in the hosted contact center is simply because leaders are consistently trying to improve. Whether those improvements need to happen for efficiency reasons or to better serve the customer base, the flexibility necessary to sustain the changes can at times lead to inconsistencies. If you’re seeking to improve outcomes without the challenges, it may be time for a better strategy. Fortunately, Gartner (News - Alert) has something to offer that may help ease the process.

A recent Genesys post highlighted Gartner’s latest research, Critical Capabilities for Contact Center Infrastructure in which the company suggests the best contact center infrastructure solutions are delivered through a single supplier and a single software stack. This stack allows for the management of all types of multimedia sessions through a single interaction flow. This is critical when leveraging the call center on demand as adding another third party solution may not integrate seamlessly and could degrade the customer experience.

To that end, Gartner recommends that the hosted contact center or call center on demand solution be selected that meets the all-in-one criteria. When managing multiple platforms, you’ll experience less clarity in your go-to-market strategies and lack the integrated customer experience that ensures you can deliver the seamless, consistent and personalized care across all channels that customers have come to demand.

At the same time, your solutions need to have tighter integration with self-service and social networking platforms. To truly experience the unified view of each customer interaction, you have to know the self-service paths taken. You also need to be able to measure the customer experience across those channels and make adjustments where necessary.

The reality is there is too much competition among companies to lose sight of outcomes in your customer service strategy. If you’re not using a seamless, completely integrated solution through one vendor, you’re leaving too many loopholes for a customer experience to fall through the cracks. If you don’t want to continue to feed the competition with your unhappy customers, it’s time to change your strategy and get serious about protecting the customer base. 




Edited by Maurice Nagle
Hosted Contact Center Home Page





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