With a month to go before Contact Center Week, the largest CCW event to date in Las Vegas, we took a moment to sit down with Colleen Eager, a senior solutions architect to learn how to navigate this conference. She’s here to help you stay focused on what matters most, and understands that it’s easy to get overwhelmed by the volume of information, resources, technologies and vendors that will be present at the show. Here are three topic areas she shared to keep conversations focused on your business and to make the most of your CCW experience.
Know Your Business Use Cases
When talking with peers and partners, it’s easy to get caught in the hype of new contact center technologies and skip the practical applications. To be a champion of your business, come prepared with an understanding of your most pressing 3 or 4 Use cases and ask how your peers and technology partners are handling pain points related to your business use cases. Here are examples of questions to ask in priority contact center areas.
- Customer Authentication “Our customers get frustrated when they have to repeat themselves when changing communication channels or even re-authenticate when escalated within the same channel. How would you address that?”
- Agent Efficiency “Our agents have to swivel across multiple screens and systems to resolve customer inquiries, leading to long handle times and low NPS scores. Can you walk me through a consolidated agent interface? What AI capabilities are you using to proactively deliver the right information?”
- Self-Service: “Our self-service capabilities are solid and widely used online, but adoption and functionality is way behind on mobile. What are you doing to help monitor and maintain customer interaction quality across all customer service communications channels?”
- Operational Costs: “The cost to support customer services in all the languages of our customers is really weighing down the business. What are you doing in the area of real-time translation on voice and chat channels?”
Know Your Data
The coolest new bells and whistles in the contact center come to life when they are powered by your accurate, clean, real-time data. Here are some questions to ask in areas where we often see our customers struggle.
- Data Silos: “We’ve got great data, but it’s siloed across different parts of the business. What are you doing to breakdown data silos to unlock better visibility, monitoring and reporting?”
- Leveraging Data: “What contact center data should we be monitoring to measure the performance of new AI Agent Assist capabilities? What kind of analysis are you doing that would give us a better understanding of how self-service capabilities are performing?”
- Data Security: “We’re in a highly regulated industry, so there’s a lot of internal skepticism around moving to a CCaaS platform. What guardrails do you have in place that protect data, without limiting the newest AI capabilities?”
Know your integrations
The true potential of the modern contact center is achieved when it’s tightly integrated with the full business eco-system. To access the data that lives across your organization, your CCaaS platform must be seamlessly integrated to other platforms and data sources. Here are some critical integrations to keep top of mind.
- CRM/CDP: “How are you integrating with customer data sources to drive truly personalized experiences?”
- Workforce Management: “We have agents in the field working continuously. How do can we leverage predictive tools and proactively update customers on status and schedule changes?”
- Commerce: “When customers can’t find what they are looking for, they abandon purchases. How can we leverage commerce and contact center integrations to identify customer frustration and proactively intervene?”
No one knows your business better than you, and we are here to help you stay focused on what matters most. The Perficient team will be on site at CCW Las Vegas ready to help you navigate the wealth of information, translate complex technical information, and evaluate different technology solutions you might be considering. Reach out Colleen Eager to connect at the show, schedule 1:1 time with our Subject Matter Experts, and see live demos and compare solutions.
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