A recent blog post from LiveVox (News - Alert) does a good job filling you in with, as the title says, the “Four Characteristics All Call Center Technology Must Have.” Obviously it’s LiveVox’s professional opinion, your own needs may vary, but it’s a good place to start to see if maybe you could add some pizzazz to your own call center operations.
Naturally, as the blogger notes, call centers are cost conscious. That’s true of yours as well. This is good and bad -- good that you’re watching costs, but you probably, especially if you’re a smaller company, limping along with outdated systems as long as you can. This has the effect of pitting productivity and efficiency gains against financial and opportunity costs, and dealing with tradeoffs.
First, are there minimal prerequisites? A new technology must be deployable without first requiring difficult or expensive system upgrades elsewhere. Otherwise you’re losing some of the advantage of your upgrade.
Is it resource neutral? Think of resources both in terms of finances and the time of your operations and IT staff. Dollars are a hard cost, yes, but as the blog post reminds us, there is also the opportunity cost of time spent by call center executives and staff.
Is it scalable? Once technology is identified to increase productivity and efficiency, to be truly effective it needs to be scalable across the entire organization to offer enough of a lift to impact change across the organization. Otherwise you end up with patched-together tools, which kind of defeats the purpose.
Is it immediately deployable? A six or 12-month implementation will in all likelihood not yield the benefits a call center hopes to achieve within a reasonable time frame -- by the time it does, it might very well be time to get another one. Meanwhile, competitors are moving faster, while your internal IT and operations groups are tied down with implementation when they should be executing strategies that truly differentiate your business.
In fact, the blogger notes, “complexity is often the real obstacle to keeping customers happy and keeping pace with business as it evolves. The cloud offers a path that breaks down the traditional roadblocks to change.”
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Juliana Kenny