ADDRESS TECHNOLOGY ISSUES
Technology integration poses significant challenges for many Contact Centers ; this is particularly evident at the agent desktop . Technology issues detrimentally affect First Contact Completion , a crucial metric to which Contact Centers must deliver . Contact Centers are often reliant on their IT department for the functionality of the agent desktop and this adds to the frustration . Unlike other departments within an enterprise , Contact Centers must navigate through multiple systems from various departments to handle their contacts .
BEING UP TO THE CHALLENGE IS AN ONGOING AND CONTINUOUS LOOP .
Integration needs extend across different communication channels and system applications to meet the demands of modern Contact Centers . Given their unique position , they are wellequipped to report on the impact of integration ( particularly regarding " human " integration ). Human intervention in workflows acts as a digital obstacle and often leads to complications such as forced transfers or escalations to fulfill consumer needs .
IDIOM INSIGHTS
The consequences of human integration are evident in cluttered and busy agent desktops . They necessitate manual functions such as cut / paste to move data between applications , frequent password resets , and inconsistent application timeouts . Such challenges result in errors , omissions , and a decline in overall quality . It is crucial to address issues related to technology integration in order to optimize Contact Center performance and ensure seamless customer experiences .
This set of initiatives is simply a starting point . Being up to the challenge is an ongoing and continuous loop that includes many additional focus areas . It is time to hone in on the right targets and take actions that move the Contact Center toward its desired results . Can you rise to the challenge ?
Kathleen M . Peterson is the Chief Vision Officer of PowerHouse Con sulting , a call center and telecommunications consulting firm . www . powerhouse1 . com
@ PowerHouse603
14 CONTACT CENTER PIPELINE