CONTACT CENTER ISSUES
BY CHRIS MARRON
ILLUSTRATION PROVIDED BY ADOBE STOCK
REPAIRING THE CONTACT CENTER SAFETY NET HERE’ S WHY IT’ S TORN AND WHY IT MUST BE FIXED.
If everything worked, customers would rarely get in touch. The contact center catches what other processes and departments drop. Even the simplest contacts, such as“ When is trash collection day?” or“ How do I reset my password?”, often trace back to a failure in how the customer is informed elsewhere. Or to a process that is breaking.
Complex calls are often caused by failures in more niche processes. Some are easy fixes; some will always require human intervention.
Contact center leaders have known where things are failing in the business
34 CONTACT CENTER PIPELINE for years. But it has been too nebulous to analyze cost-effectively and too internally politically contentious to drive change. Here are several examples:
• Sampling missed the scale.
• Manual QA could not keep up with the sheer volume of interactions.
• Taxonomies went stale.
• Search was brittle.
As a result, contact centers managed the symptoms of these broken processes, but the root causes lived on.
CONTACT CENTER LEADERS HAVE KNOWN WHERE THINGS ARE FAIL- ING IN THE BUSINESS FOR YEARS.