3 Strategic Changes to Enhance Your Contact Center in 2020

3 Strategic Changes to Enhance Your Contact Center in 2020

contact center strategyEssentially no company is free from competition. Embracing contact center strategic changes that allow you to stand out is essential. Otherwise, you can’t outpace other organizations in your sector in the critical customer experience (CX) arena.


Planning an effective contact center strategy means considering how you can enhance CX. Customers favor companies that offer an exceptional experience. And, if you fail to meet expectations, your business is almost guaranteed to struggle.


If you want to make the right moves in 2020, here are three strategic changes for your contact center that are worth embracing.


1. Focus on the Customer Journey


In most industries, there are several products or services that are very similar. You can’t always expect to stand out based solely on your offerings. As a result, you need to make sure that the customer journey isn’t an afterthought, but a priority that drives your decision-making.


Customers often factor in their journey when forming an opinion about a company. Even if your product or service is legitimately the best available, a lackluster journey will harm your reputation.


If you want to make sure your customer journey shines, you need to adopt a different contact center mindset. Move away from the transactional relationship and toward an experiential one. Consider how you can make the experience for every interaction pleasant, helpful, or even fun. Find opportunities to create positive memories that extend beyond the product or service. If you do, you are enhancing CX and your brand.


2. Strategically Implement AI


When it comes to a strategic change that contact centers shouldn’t ignore, implementing artificial intelligence (AI) solutions is it. AI has the ability to augment what your customer service reps offer while enhancing CX.


Usually, the most logical place to start is with an AI-powered chatbot. With that technology, customers can get answers to simple questions immediately. They don’t have to wait for a customer service rep to be available, allowing them to find out what they need to know and then move on with their day.


In cases where the chatbot can’t provide an answer, the AI can recognize that. Then, it can ask appropriate follow-up questions and route the customer to the right department. This makes live assistance accessible. Plus, since most inquiries won’t require that step, it reduces wait times for those who do need help from a representative.


3. Embrace Cloud-Based Contact Center Tech


Today, most companies use at least some cloud-based technologies. However, in 2020 and beyond, it is likely that cloud solutions won’t just be a component for contact centers, but the standard for many solutions.


Cloud-based systems provide contact centers with capabilities they might not otherwise be able to access. This includes robust technology, unparalleled scalability, and leading security measures. Downtime can be greatly limited, and all updates are managed by skilled professionals. Plus, it is typically more affordable over the long-term than handling a similar implementation in-house.


Ultimately, companies need to look toward the future while respecting the present if they want to stay ahead. All three of the strategic changes above can enhance your contact center, ensuring your business’s CX stands out. Not only are they smart moves for 2020, but they’ll reap dividends for years to come.

Derek Roush

Derek Roush is the President and Founder of VocalPoint Consulting. He has over 15 years of experience in the industry supporting telecom and cloud service resellers. Since 2010, he has led VocalPoint Consulting to become one of the leading telecom and cloud service consulting firms in the industry.

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