If the Contact Center Were a Person, What Would It Be Thinking?

Allow us to pose one simple question: If the contact center were a person, what would it be thinking? If it had a brain, a heart and could formulate thoughts, what would they consist of? We’ve compiled a list of questions and thoughts that we think the contact center would say – that is, if it only had a voice (cue Wizard of Oz music).

1.)    Why aren’t I in the cloud yet?

By the end of 2015, more than 18 percent of contact center seats will be delivered within the cloud…so why aren’t I ranked within this elite group? I’d also like to be included in the over 50 percent of Global 1000 companies who will have stored customer-sensitive data in the cloud by the end of 2016. It will help lighten the weight of all of that legacy, in-house equipment – not to mention, it’s much more secure when it comes to more traditional computing methods.

2.)    I want to go multi-channel

Everyone’s doing it. Did you actually know that contact channels other than phone – like e-mail, Web self-service and chat – account for over 30 percent of all customer service engagements? It will not only help me to deliver more seamless service, but I can better keep up with the 57 percent of best-in-class companies that already measure support center success across all service channels.

3.)    Please integrate social media

It’s the perfect way to satisfy the advanced demands of your customers (plus, I don’t want you to experience the 15 percent increase in customer churn rate that can result from poor social channel integration).