SMB CONTACT CENTER
ILLUSTRATION PROVIDED BY NAUM ADOBE STOCK
HOW TO SUCCEED IN THE NEW NORMAL A GUIDE FOR SMALL-MEDIUM BUSINESS CONTACT CENTERS . BY MARK BRODY , BROHAWK SOLUTIONS
In a business world that ’ s becoming increasingly digital , how can contact centers stand out from the crowd and thrive ? The New Normal is one of volatility , uncertainty , and change . In other words , prime conditions for innovation and thriving businesses .
The question is : as a Small or Midsized ( SMB ) Contact Center , are you ready for the New Normal and how do you succeed in it ?
With so many changes happening at once , it ’ s easy to feel like we ’ re all sinking together – but there are opportunities amid this sea of challenges .
To thrive in this New Normal , leaders of SMB contact centers need to be able to identify where their organization stands today while simultaneously identifying where they need to go tomorrow .
20 CONTACT CENTER PIPELINE
It ’ s not an easy challenge to take on . But here are some ways you can successfully thrive in the New Normal .
CHANGE YOUR MINDSET
The first thing you need to do , before anything else , is shift your mindset .
A memorable line from the movie “ Moneyball ” is when Brad Pitt ’ s character , Billy Beane , who is the GM of the small market Major League Baseball team the Oakland A ’ s , is meeting with the team ’ s scouting department after losing key players from a playoff season the prior year .
Beane explains that all he is hearing is the same conversations that always occur . He then states , “ if we try to play like the Yankees in here , we will lose to the Yankees out there .” ( Miller , 2011 )
When it comes to thriving in the New Normal , success starts with the right mindset . If you ’ re looking to shift your mindset , here are a few things to keep in mind .
First , the rate of change is accelerating , so you need to be ready to adapt quickly .
Second , you need to engage with customers from an empathy-driven perspective and understand what they ’ re trying to achieve . Your value proposition as an SMB Contact Center is your ability to be agile and quickly adjust to customer expectations .
Finally , you need to be prepared to make mistakes and learn from them .