The Currency of the Contact Center is Information

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Day one of The Annual Healthcare Contact Center Conference is off to a great start here in Salt Lake City! I had the pleasure of sitting in on Kathleen Peterson, Chief Vision Officer at PowerHouse Consulting, give a presentation entitled “The STP Formula for Growth, Strategy, Technology and People.

She shared many points of view that I myself have shared over the years such as having a call center vision that is cross functionally shared, aligning the contact center to corporate vision and so on, but one concept that I hadn’t yet heard in our industry is the concept of information being the “currency” of the contact center.

When you think about it we have always used consumer data to drive exceptional customer service, but in the last few years many vendors have been utilizing technology in new ways to create and optimize information like never before. Take IoT, AI, and big data as some of the newer examples of optimizing information.

Kathleen also stated that technology is the foundation to utilizing information in call centers. Therefore, it is best to have a unified omnichannel contact center solution for voice, chat, email, etc. because a siloed approach can create less accurate reports on customer information.

If information is the currency of the contact center, shouldn’t we be doing everything in our power to make sure the information is as accurate as possible and used to continuously improve the center?

Below is a slide from Kathleen’s presentation. At a minimum you need to make sure your vendor is providing the features shown.

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Bright Pattern’s cloud software helps businesses to simplify communications with their customers over multiple channels, including voice, digital messaging, email and video. Bright Pattern’s solution features enterprise-grade architecture that offers non-disruptive maintenance with on the fly upgrades and scales to thousands of concurrent users with a measured 99.99% uptime.

Darren Prine

About Darren Prine

Defining a Great Customer Experience: Part III The Digital Age of Customer Experience was the Theme this Year and NECCF

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