modernIs your organization looking to modernize your contact center infrastructure? If so, it’s important to know that the most typical pitfall is starting by describing what your contact center application does today.

Consider an alternative approach of starting your overhaul with a “blue sky” brainstorming session. Be specific in identifying and prioritizing your goals. Start with a clean sheet of paper and imagine it was possible to deliver a better customer experience, reduce operational cost, and increase the quality and efficiency of your workforce.

The first step is to start with the end goal in mind:

  1. What are the key trends in customer service for the next few years?
  2. What brand promise does your contact center need to deliver on?
  3. What is your focus: customer experience, reducing costs, or both?
  4. What key metrics do you need to improve or optimize?
  5. How should the new contact center integrate with your enterprise architecture?

Next, think about how you would modernize your contact center. This is the part where you look at what you need to change or add. Think about things like:

  1. Is your infrastructure (your current ACD) the right foundation, or is it time for something more modern?
  2. Do you need to introduce new channels to better serve your customers?
  3. Do you have enough insight in terms of management information?
  4. What if you need to increase workforce planning capabilities to suit all channels?
  5. Can you make your workforce more efficient by virtualizing resources, blending channels or using an omnichannel desktop application?
  6. Do you really know, and can you analyze what customers think of the experience your contact center provides?
  7. What if you want to include CRM cases or tasks into your contact center platform to improve response times to cases and increase workforce efficiency?
  8. How can you reduce management overhead or remove manual tasks, and spend more time on employee scoring and coaching?

By answering these questions, you will start to form a clearer picture of what the priorities are in terms of modernizing your contact center application.

The first question in this top-down approach looks ahead by focusing on key trends in customer service. This can generally be more difficult to answer and can vary greatly based on whom you ask, and what that person’s perspective or recent experiences have been. As an alternative, you can bring in an industry expert perspective. This is easier than you might think!

Kate Leggett of Forrester published a report that reveals customer service trends, and shares  interesting insights that you should know before you make any decisions about modernizing your contact center solution.

Forrester Trends 2015: The Future of Customer ServicePrepare yourself for the future by downloading your copy of the Forrester report Trends 2015: The Future of Customer Service today

Stefan Captijn

Stefan Captijn

Stefan is Senior Director Strategic Marketing at Genesys. Stefan joined Genesys in April 2000, lives in the Amsterdam area with his wife and two children. In his free time, Stefan enjoys building loudspeakers, cycling and running.