contact centerMy family are avid movie goers, especially during the holiday break.  The best part for me is the coming attractions. In marketing there is never a need to build buzz more than for a movie coming out in 16 months. But often the blockbuster movie trailer script begins with “in a world….” then insert in either a dystopian or utopian society of the future, pending disaster or superhero coming of age.

Let’s imagine the trailer script for your upcoming cloud contact center feature: “In a growing on-demand world, organizations need to quickly communicate with millions of account holders at any given moment in order to survive. And they must look up into the cloud for their hero.” Ok maybe it’s not THAT dramatic, but you get my point.

You may not be trying to save the world, but you are most likely trying to find a solution that will provide best-in-class contact center technology with the rapid deployment benefits of the cloud and enterprise-class functionality that will scale with your business. But there are often many questions that you need to ask before you make the move.  When customers reach out, will the service and your people be available? Can you scale out as your business grows? Does it give you end-to-end visibility into the customer experience, and can you extend or expand the virtual contact center as your business needs change or grow?  With the cloud, the answer to all these questions is yes!

To ensure your contact center becomes a blockbuster success it is important to avoid these three mistakes that are often times replicated in the cloud:

  1. Migrating to the cloud without documented goals and expectations.
    Without the correct understanding of the relevant business metrics, documented goals and expectations, you can’t set up the continuous improvement plan that would allow you to continue to differentiate yourself through a unique customer experience. The ability to secure additional budgets for further services becomes challenging and you may end up with a like-for-like solution that disappoints the business users of the solution.
  2. Moving to the Cloud for cost savings only without customer experience improvement plans.
    Focusing solely on cost savings and setting a like-for-like solution leads to making the same mistakes at a lower cost.  Expectations for a great customer experience are increasing and are not getting easier.  Your customers expect speed, understanding of whom they are and single inquiry resolution.
  3. Make sure you are in control.
    Superior customer service often implies regular changes to your business rules for customer experience. Changes in your internal organization should not impact your customer experience. You need to be able to adjust your business rules at any time to ensure service consistency, control change frequency and time-to-service. Your business should not be disturbed by any potential delay from your provider.

To create a blockbuster customer experience in the contact center, it is your role as the hero (or heroine) to lead your business on this journey of success.  And as all heroes need help on their journey, selecting a partner with a proven track record of successful customer deployments is the sidekick you need.

To see more and get more questions answered check out my recent webinar: Cloud-based Contact Center – Is it Right for You?