Contact Center Pipeline January 2023 January 2023 - Page 18

VIEWPOINTS

ILLUSTRATION PROVIDED BY ANDREY ADOBE STOCK

WHAT DO YOU WANT TO TAKE WITH YOU IN 2023 ? UNPACK AND SORT YOUR PROFESSIONAL

With the New Year upon us , the question I invite you to ask yourself is : What do I want to take with me in 2023 ?

Visualize a suitcase – not a rollerboard that we could use as carry-on – but an old time suitcase ( something similar to the old world map one pictured here ).
In it are all of your thoughts , ideas , belief systems , everything you were taught and / or influenced by over the past . In other words , your history … whether it was 10 or 20 years ago , or yesterday or even earlier today . It ’ s all history .
18 CONTACT CENTER PIPELINE

AND PERSONAL LIFE . BY ROSANNE D ’ AUSILIO , PHD

NOW LET ’ S UNPACK THAT SUITCASE AND SEE WHAT ’ S IN IT .
Start with the obvious first .
Hardware . Has your hardware supported and served you and your customers , both internal and external ? If your answer is yes , put it back in the suitcase . However , if your answer is “ yes , but ” ____________ ( you fill in the blank )” or “ not really but ” ______ ( fill in the blank ),” the answer is no . Put it aside for the moment .
HAS YOUR HARDWARE SUPPORTED AND SERVED YOU AND YOUR CUSTOMERS , BOTH INTERNAL AND EXTERNAL ?
Ultimately we are going to create three piles :
1
. Gets repacked , definite yeses .
2
. Gets sent to the next person who needs it or set aside for another year .
3
. Gets tossed .
What about your software ? Does it support and serve you and your customers both internal and external ?
If it makes you feel like you ’ re working with one hand tied behind your back , I think not . It may be at 75 % or 85 % but is that good enough ? It wouldn ’ t be for me on either side of the table .
What about the systems you have in place ? Are they win-win constructs or are there some “ yes , buts ” there as well ?