Decision making is a tough process. It requires wit, presence of mind, and a state of total awareness, as Ross from F.R.I.E.N.D.S. would say – ‘Unagi’. This is just not a complicated truth, but a huge lesson, even when it comes to doing business.
In this age of digitization and with almost everything being operated with a single touch of technology, I think it is time that you start evaluating your options and plan accordingly to make that shift from your legacy contact center to a rather modern and an omnichannel customer experience-oriented approach.
A Colossal Progress
Making a shift to an omnichannel customer experience approach can liberate your customers from having bad or average service experience, as it often happens in a legacy contact center. You can gain immediate momentum in terms of increased customer loyalty, increased revenue, and better business outcomes while paving the path for continued success.
Typically in any legacy contact center, many platforms of customer services are there but they often have little or no integration, which adds to the chaos and bad service experience. If you are planning to replace legacy phone system with a more advanced and tech-savvy infrastructure, you can be assured about higher levels of customer engagement, while the cost would not be a big issue. Meanwhile, there are many big giant companies already out there, who are spending huge amounts of money on making this big transition. They are putting in huge efforts to attract new audiences, get more customers, and to retain their existing pool. And, if you go by numbers, it takes more effort and money to gain new customers than to keep the old ones. So, if you work towards implementing an omnichannel approach, you need to start right away, integrating all the key elements needed to make your legacy contact center’s customer services team the best resource in the market.
Siloed Systems of Customer Interactions
Your current legacy contact center does not incorporate integrated channels of communications. If a customer’s call needs to be transferred from one department to another, he/she needs to repeat the entire story and tell everything all over again. This often leads to extreme frustration and losing customers in a whiff. Now, if your CRM allows for information to be transferred from one department to another or there is a province for warm transfers, your customers won’t have to face such hardships over and again. This is achievable when you transcend from a legacy contact center to a modern approach.
Voice telephony over VoIP
Voice telephony is easy and trusted, but in the long run, it can ruin flexibility for you. Voice over internet protocol does this and more. It gives your legacy contact center agents to freedom to be away from work stations and still be productive. All they need is a system and the internet. The cost factor associated with the legacy calls is also taken care of with VoIP.
Migrating to the Cloud
If you go with big numbers, you would realize that most of the companies are planning to move to a cloud setup. The reason is simple, the cloud gives you the flexibility and freedom to scale up your operations are per service demands. Your agents would also appreciate this transition a lot, as they would be able to connect remotely, giving them greater power and control and enabling customer responsiveness, via their computer, phone, or other mobile devices.
I hope this blog post will help you make this call and migrate to a rather more tech-savvy setup. If you have more points to add or say, drop a comment below.