February 22, 2017
Webinar - The Benefits of Breaking Down the Call Center Silo
By Paula Bernier, Executive Editor, TMC
No man (or woman) is an island. And our business units shouldn’t be either.
That’s why there’s so much talk these days about breaking down the database and organizational silos that separate us and prevent us from collaborating.
Breaking down these silos can come in a number of forms.
It might involve creating more open workspaces to encourage interaction. Sometimes it has to do with doing pre-integrations and delivering APIs and SDKs to enable companies to bring together their different software stacks. It also can take the form of providing different business units with shared collaboration tools so they can leverage a larger pool of resources and skillsets to meet customer and internal needs and goals.
Call centers are among the tools that have a long tradition of being siloed. They have been expensive, inflexible, and monolithic.
But cloud technology has now opened the door to change all that. As a result, not only can people from far-flung locations more easily be pulled into call center conversations, but even those outside the contact center can be called on to contribute their expertise.
And that moves the call center from a vertical and siloed structure with limited use to a more horizontal one that can deliver richer experiences. That means people from other parts of the organization – such as billing department staff, enterprise sales people, deployment experts, marketing people, professional services teams, and others – can be called on when it makes sense. This provides call center agents with access to more resources so they can pull in the right experts at the right times to address customer concerns, thus building customer loyalty and perhaps even new revenues in the process.
That’s what Max Ball, director of contact center product marketing at RingCentral (News - Alert), and I will be talking about during a webinar on Feb. 28. And we
invite you to join us.
The webinar is titled Customer Engagement Beyond the Contact Center. It will take place Tuesday at 11 a.m. PT/2 p.m. ET.
For more information, or to register, click here.
Edited by Alicia Young