Wednesday, May 1, 2019

5 Ways Tomorrow's Contact Center Will Deliver Value

By: Andrew Gilliam


Imagine what the world will be like after you've checked off every box on your customer experience to-do list. Pre-purchase anxiety no longer exists, thanks to careful messaging and word of mouth. Product issues are eliminated at their root-cause, before goods leave the factory. Service failures are anticipated, and recovery is automatic. Customer journeys are frictionless and fault-tolerant, because they were meticulously studied, optimized, and fortified. Contact centers played a vital role in bringing your organization to this paradise, but will they still relevant? Yes, more than ever!

This article explores the contribution of contact centers towards the end of an organization's customer experience journey. Their mission, methods, and role within a company will change dramatically, but important work will continue to happen in the contact center. These fives ways are just the beginning of how tomorrow's contact centers will continue to drive value.

Proactive Engagement
Today's contact center mission is painfully reactive. Customers experience a problem, and they call. Customers have a question, and they chat. Customers are overwhelmed, and they tweet at us. With so many customers to help, it's hard to imagine making more work for ourselves. In the future, that's exactly what we'll do. As companies perfect the customer journey, the problems, questions, and uncertainty that contact centers mitigate will disappear. Instead, they'll focus on a more noble purpose: engagement. Contact centers will be freed up for post-purchase check-ins and follow-ups that nurture relationships instead of repairing broken ones. Contact centers will always be the face of the organization they serve, but tomorrow's contact centers will be friends instead of repairmen.

Community Building
Online support communities are nothing new; they originally promised to reduce support costs by relying on customers to help each-other. Many companies have online forums, but most have become ghost-towns where pleas for help go to die. Ubiquiti Networks' community-driven success demonstrates the full potential of customer communities. They don't provide traditional phone or chat support for most of their enterprise networking products, which helps them to offer disruptively low prices. Instead, customers go to the online support forum for help, where they interact with other customers and senior Ubiquiti engineers (who actually built the products in question). Ubiquiti representatives also have a strong presence in third-party communities and on social media. They're not there to sell, Ubiquiti's existing customers take care of that.

As customer journeys are refined, root-causes are solved, and automation steps in, the mission of tomorrow's contact center will shift away from near-term resolutions to long-term relationship building. With their day job out of the way, contact center professionals will refocus their creativity and skills towards building strong customer communities.

Harnessing Unstructured Feedback
Through engagement and community building activities, there's no doubt that tomorrow's contact center professionals will be exposed to an abundance of feedback. The unstructured feedback gathered from these activities will prove to be some of the organization's most valuable knowledge, provided it's leveraged effectively. Capturing, structuring, and applying these lessons learned will largely fall on contact center leaders close to the front-line. Unlike traditional market research, companies will gain insight into how products actually perform in wild, uncontrolled environments.

Product Development
Contact center professionals have always had to be experts in the products, services, and markets they support. In the future, smart organizations will use the in-house expertise from their contact center to design, refine, and promote their products. Not only will the contact center be an invaluable test bed, but they'll be the inspiration for future product and service offerings. Front-line contact center employees are closest to market demand, they interact with it daily. Solutions generated in the contact center will be at the forefront of the product lineup.

Content Marketing
Content generation is currently relegated to a few artsy interns in the marketing department. It can be an effective way to share a message and build a reputation, but it's time consuming and won't always hit the mark with customers. Worse, it can come across as being too "on-message" or lacking in personality. As demand for content increases, tomorrow's contact centers will step up to the challenge with renewed passion. Contact center professionals often have untapped talents and creativity. Paired with their deep knowledge about customer needs and challenges, they'll create content faster and more effectively while making sure customers have a laugh along the way.



Andrew Gilliam is a passionate customer experience innovator and change agent. He’s developed new employee portals, created effective surveys, and built silo-busting escalation systems. Andrew’s background in Information Technology put him on the front-lines of customer service as an IT Support Center Analyst. His vision: deliver Amazing Customer Service and Technical Support™.

Learn more at andytg.com, follow @ndytg on Twitter, and connect on LinkedIn.

10 comments:

  1. We provide services for each and every existing brand of antivirus namely Norton,Avast, Kaspersky, McAfee, Bit defender, . Antivirus support number is the key to several solutions. If you have any sort of problem with your antivirus then Dial Defender Pro Antivirus Support Number +(1)-888-846-5560 This Team is basically is a group of proficient. Every technician working with this team is trained and qualified.who provide 24*7 Customer Support For User all over the world
    For More information Please Visit: Antivirus Number Support

    ReplyDelete
  2. We are independent internet security provider for all users in USA.If you are facing any virus problem or system hanging issue in your pc/laptop then you just need to install worlds best antivirus call us kaspersky tech support number 1-8444897268.
    For more information you can visit Here : antivirus support number

    ReplyDelete
  3. Thanks for such informative blog. It is really helpful.
    In this internet world there can be different technical error with different software. If want a help for Facebook related issues then, dial Facebook Tech Support Number +(1) 844 489 7268

    ReplyDelete
  4. If your Antivirus is not working properly And you are not getting the solution to that problem. you can connect with us on our Avast Antivirus Support Phone Number +(1)-888-846-5560 for resolving your issues without any hassle and delay.Our tech team 24*7 available to solve your problem, And live chat.
    For More Information Visit here :https://www.onlinesupportpro.us/

    ReplyDelete
  5. We are providing the best and affordable router support services in the USA for all kinds of routers like NetGear, Linksys, Asus, Belkin, Verizon, Motorola, Cisco, apple,d links, airline, etc. If you face any issue then you can call Router Support Number+(1)-888-846-5560. Our technician team qualified technicican is working day and night only for you.

    ReplyDelete
  6. Get quick solution for your lexmark printer tech support Printer issues by dialing our toll free number +(1)-888-846-5560
    lexmark printer tech support. Here, you can get complete support from our experts.Our expert response each of the Samsung users call and provide the best technical support to resolve all the issues related to the Samsung printers. To more information you can visit our web site:

    ReplyDelete
  7. If you are facing any email related issue then Dial Our Yahoo tech support number +(1) 844 489 7268 who Provide 24*7 Customer Support Service all over the world
    For more Information Please Visit:Email Support Number

    ReplyDelete
  8. we are providing best antivirus solution .

    ReplyDelete
  9. Thank you for such a informative blog, it was really helpful.I was looking for such blog from many days. Again, thanks a lot.

    If you are looking for a Magento Ecommerce Development Company in Delhi then contact KitoInfocom Pvt.Ltd. by dialing the number 011 41600100 / 7838370617

    ReplyDelete
  10. Eset Support Number provides 24*7 service to customers

    ReplyDelete