Contact Center Solutions

By Stan Baldwin
Updated: August 19, 2011

Before a “solution” can be built or bought, it is wise to accurately describe the “problem” to be solved. The technologies available within a contact center system enable an impressive, and potentially expensive, array of tools to be deployed. By first clearly assessing what “problems” your company needs to address, the best fit solutions can be chosen. If the task at hand is hauling hay from the field to the barn, an Italian sports car would not be the best solution. Unfortunately, for many organizations, both determining just what needs to be done and how best to do it is nowhere near as obvious.

When assessing the problem(s) to be solved consider:

Through which media do your customers interact with your business? Which ones are most effective in your industry or with you products or services? Even if customers seem to want to use everything from texting to snail mail, it may not be a good investment to try to accommodate all paths of communications.

Which departments or portions of your business need to be directly involved with the customer? The characteristics of your product or service may dictate which company resources are needed to address the majority of customer issues, which ones are critical? Are they geographically distributed? Will incoming contacts and outgoing contacts be handled by the same staff?

How much direct control (and related direct investment) does your business need? Can an effective contact center be created and supported by your IT team, or would the flexibility of a web-based service be more desirable? A related issue, how frequently performance needs to be measured, can affect both the complexity and management of the system.

The scope and complexity of Contact Center solutions have grown rapidly, as companies have experienced the tangible business benefits of integrated customer management system. The agenda of major topics to be explored at an up-coming industry conference include:

Performance and Productivity
Social Networking
HR Challenges and Solutions
Cost Management
Customer Service
Sales Strategies
IT and Technology Developments
Workforce Planning

The benefits organizations want their contact center solutions to deliver are across an equally broad spectrum. First and foremost is the need to make the customer experience as pleasant and productive (for the customer) as possible. Directly related is the need to control the associated costs and be able to relate costs to levels of customer satisfaction.

Longer term and strategic goals contact center data can support include product or service planning, efficient staffing and training, plus investment in facilities and R&D. Whether on-premise or cloud-based, a contact center has become a fundamental component for business success.

Featured Research
  • The New 2017 Contact Center Comparison Guide

    We’ve put together a comparison guide that covers over 40 of the top call center software options, providing details on pricing, features, support, and integrations. If you want to save time and still make a great investment, this guide is a must read. more

  • Best Practices for Contact Center Quality Assurance

    A contact center often brings about a prospect’s first real-time interaction with your company. As such, if it’s not a positive one, they’ll likely look elsewhere for help. With 69% of Americans more inclined to recommend a company to friends and family after a positive customer service experience, you’ll need to exceed expectations on the following fronts. more

  • How to Make Your Contact Center More Efficient

    There’s a very good chance that your contact center is underperforming. With consumer preferences continuously changing, strategies that were once effective now result in too many unsatisfied customers. Fixing this problem involves reviewing your current procedures and optimizing them to drive better results. more

  • How Analytics Can Improve Your Call Center

    Do you know that 40% of contact centers have no data analysis tools, despite analytics being voted the top factor to change the shape of the industry within the next five years? This guide will outline the importance of call center analytics, and explore the many ways that analytics can help you improve your call center on every level. more

  • 8 Signs It's Time to Update Your Call Center Software

    Technology is always improving to meet the needs and expectations of businesses and customers alike. To make sure you’re providing the service your customers require and deserve, it’s vital to use up-to-date software solutions that fully support your customer service needs and company expansion goals. more