SMBs
BY JEFF KUO, RAGIC
ILLUSTRATION PROVIDED BY ADOBE STOCK
BEYOND SPREADSHEETS HOW NO-CODE TOOLS CAN POWER
The contact center is both the heart and the headache of customer engagement for most businesses. Managing tickets, tracking leads, scheduling agents, and monitoring performance can lead to juggling spreadsheets or paying for solutions that are too rigid or limited in their ability to adapt.
But as data volumes grow and customer expectations rise, spreadsheets can’ t always keep up. They’ re not designed for complex relationships between data, such as linking customers to cases or calls to outcomes. The result is inefficiency, duplication, and frustration on both sides of the conversation.
CONTACT CENTERS.
The issue is particularly acute for small-midsized businesses( SMBs). They have a great need for delivering excellent customer experiences( CXs) as part of their market differentiation, and for increasing productivity and controlling costs to grow their profitability.
This is where databases can be a powerful solution that can empower managers and non-technical employees to design complex workflows themselves, without the need for cost-prohibitive IT resources. But traditional databases have their own issues.
SPREADSHEETS STRAIN CX
Organizations that rely on legacy tools – like spreadsheets- often encounter digital bottlenecks, which limit visibility, speed, and scalability.
SMBs’ small contact centers experience these challenges every day:
... AS DATA VOLUMES GROW AND CUSTOMER EXPECTATIONS RISE,
JUNE 2026 23
SPREADSHEETS CAN’ T ALWAYS KEEP UP.