I’m sure your business has had it’s share of challenges in the past year. Due to the COVID-19 pandemic organizations were urged to take some fast lanes in their digital transformation. Especially in customer touch points. Working from home is here to stay, according to several recent studies. So, how do you handle the ever increasing number of dialogues in this new era? Adding more agents to the workforce is not sustainable. It will kill productivity and eventually your entire business.
Maintaining or even enhancing productivity is a key objective for many enterprises. But throwing more bodies at the problem will only increase your span of control and your budget requirements. It will not enhance the customer experience, nor will it boost profitability. Business communications in enterprises need a dramatic shift of paradigm. Increasing the number of contact center seats will not solve our capacity problems in the long run. We need to embrace the principle of reducing unnecessary dialogues and treat communications just as precisely as supply chain processes.
Think about a business dealing in perishable products. It requires the utmost care in streamlining the supply chain and logistics to eliminate any waste and maximize profit. But what if the perishable product is Time itself? How do you optimally manage time, when thinking of it as both your most valuable and your least renewable asset?
We need to make every minute count for customers as well as for the business. Managing your dialogues as a warehouse of precious time is about technology that enables human agents, AI bots and the Internet of Things to help the customer together. This will increase employee productivity and satisfaction. And also drive exceptional service experiences, customer loyalty and profitability.
How would you like to get back time in your enterprise dialogues? Close your eyes for a moment. Can you even imagine what that would look like? I am not just talking about saving time, or expanding your customer service team. I am talking about really creating more breathing space for your existing workforce by adding productivity to your warehouse of time. This will enhance the accuracy and speed of service for customers, tackle issues in capacity planning and create unparalleled service experiences.
Our enterprise-wide vision on customer dialogues goes way beyond the contact center. In fact, we have proven in many global customers that the way forward for enterprise communication is not growing the contact center. It is not even about bringing random AI solutions to the front office. The way forward is about taking contact center capabilities to the entire organization and adding intelligence to your communications.
The right technology does not just automate simple actions, but will also influence the digital dexterity of people. Making a huge impact on your warehouse of time requires an intuitive communications and collaboration environment, like Microsoft Teams. But integrations with CRM and other data systems are just as essential. The breech block is full funnel tracking and reporting on all dialogues. Because customer experiences don’t always begin or end in the contact center.