Maximising contact centre success: The critical role of people and processes.
Businesses looking to modernise their contact centre success and operations have a wealth of options when it comes to solutions that can deliver business value, particularly when choosing to adopt cloud-based systems to elevate customer service and satisfaction levels and deliver an exceptional customer experience (CX).
By Laura Temple, Connect360 Service Portfolio Manager at Connect
Investing in top-tier contact centre solutions from vendors like Genesys, Five9 and Amazon Connect, along with communication platforms like Avaya, or customer success management (CSM) and customer relationship management (CRM) solutions like Zendesk and Salesforce, provides contact centre operators advanced functionality and a comprehensive feature set. This enables seamless CX delivery and aligns with modern consumer engagement expectations.
Yet, despite the availability of these solutions and their streamlined accessibility from the cloud, many businesses fail to derive full business value from their investment in contact centre modernisation and cloud transformation projects.
Unlocking contact centre success, the full functionality of any technology solution and maximising business value requires more than a leading solution.
Ultimately, unlocking the full potential of technology-enabled CX requires a services-led approach that integrates deep domain expertise and industry experience. This approach, centred on customer needs, involves identifying and addressing each business’s unique requirements to implement the most suitable solution, along with the necessary processes to fully capitalise on the technology’s value.
Trying to shoehorn a predetermined technology solution to solve a company’s business challenges typically leads to poor outcomes, misspent capital, frustrated customers and agents and, ultimately, lost business.
A more effective approach brings people, processes and technology together, which is exactly what our unique Connect360 approach offers. Connect360 is the way our experienced team addresses a customer’s business environment from end-to-end to realise their unique CX and customer engagement objectives.
Connect360 offers a full range of specialist advisory, technical, and support services that map a company’s CX journey to deliver seamless and intuitive engagements that drive customer loyalty and advocacy.
Our team of experts leverage data-driven insights to analyse, recommend, design, build, and manage customised solutions that address your challenges and optimise performance – with proactive performance monitoring and support services to drive continuous improvement and evolve with your business needs to keep delivering impact and sustained value.
The Connect360 suite includes Business Enablement, Project, Learning and Adoption, Managed and Optimisation services, with each component working in harmony to elevate CX.
The process starts with the Business Enablement Services (BES) team, who conducts an in-depth analysis to create a foundational understanding of the business and plot the path to success. A team of business analysts and consultants embark on a consultative engagement process to understand the unique needs, challenges and opportunities a business faces and the issues that keep executives awake at night.
The team uses this information and feedback to develop the foundational understanding used to design solutions and define the toolset that will deliver measurable and meaningful business impact. The comprehensive project services offering encompasses design, engineering support and project management to tailor solutions that meet these specific business needs.
A team of accredited programme and project managers, scrum masters, technical consultants and engineers leverage the best delivery methodology to de-risk and accelerate the delivery, integration, migration and testing of the proposed CX solution and achieve the desired outcome.
The learning and technology adoption services component deploys a comprehensive and engaging set of advisory, learning and development services to accelerate user adoption and entrench usage to shorten time to value from a customer’s technology investment. Ongoing training services ensure users can take advantage of new updates and added solution functionality.
The proactive multi-vendor reactive support and proactive managed services components help keep a customer’s technology-enabled operation running efficiently, with expertise available to rapidly respond and adapt to changes, address issues, and continually improve.
The optimisation services component draws on data-driven insight and analysis to identify ways to optimise technology and processes, eliminate risks and vulnerabilities, and add value wherever possible through continuous improvements and innovation.
Whether we deliver these services as individual components or as a unified whole, our focus on the people and process elements in every implementation ensures we extract the full business value from a customer’s technology investment.
About‘Connect.
Connect combines global contact centre and customer experience (CX) expertise, deep domain knowledge, and unparalleled industry skills to make the complex, simple. Since 1990, we have leveraged our vendor-independent managed services approach to digitally transform how organisations communicate, both internally and externally. We specialise in combining the most relevant technologies and services from leading vendors and platform providers to create opti-channel engagement solutions, orchestrating frictionless experiences and simplifying complex communication challenges.
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