Contact Center Pipeline January 2023 January 2023 - Page 48

TECHNOLOGY

ILLUSTRATION PROVIDED BY VISUAL GENERATION ADOBE STOCK

4 TIPS TO ALIGN TECH WITH BUSINESS GOALS CONTACT CENTERS MUST ENSURE THAT THEIR TECHNOLOGY SUPPORTS THE AIMS OF THE ENTIRE ENTERPRISE .

BY JEFF GALLINO , CALLMINER

The goal of any organization is to be more data-driven . This means making business decisions that are rooted in deep intelligence and that drive growth .

But collecting and analyzing data in a way that is meaningful isn ’ t easy . One promising place with previously untapped potential that many enterprises have started to invest in is the contact center or customer service center .
Millions of companies have these departments , whether they operate them themselves or outsource the services to third parties . It ’ s the central place where customers can contact a brand about a product or service or bill discrepancy or thousands of other reasons .
It only makes sense that contact centers are rich with customer data that , when collected and analyzed at scale , can give businesses deep insights and
48 CONTACT CENTER PIPELINE intelligence – related to everything from agent performance and contact center efficiency to marketing campaigns and product quality .
As companies look to turn their untapped “ dark data ” into business intelligence , we ’ ve seen a growing demand for contact center technology that can help them close that gap .
New , as well as established players , like Google , Microsoft , and Zoom , have jumped into the arena to fill the need for these solutions . As a result , the market for contact-center-as-a-service ( CCaaS ), voice AI ( artificial intelligence ), chatbot , and conversational intelligence solutions is becoming increasingly saturated with options for buyers .
So , how can organizations ensure their contact center technology has the right capabilities to help meet their needs ?
If you ’ re a decision-maker tasked with buying or upgrading contact center technology , here are four ways to ensure you get the highest return on your investment ( ROI ).
... YOU NEED TO STEP BACK AND ASSESS THE CHALLENGES AND SPECIFIC AREAS ...
SET EFFECTIVE GOALS .
Before your company can tap into contact center data to drive transformational business change , you need to step back and assess the challenges and specific areas where you ’ re looking to drive improvement .