In 2000, Netflix CEO Reed Hastings approached Blockbuster (who?) and asked for $50 million for the company he founded. **Spoiler Alert** Blockbuster declined.
Today, Netflix is worth more than $60 Billion. Blockbuster, who at its peak in 2004, had more than 9,000 stores in the U.S., now has only 10 franchise-owned stores remaining in operation in the U.S.: six in Alaska, three in Oregon, and one in Texas.
When a former Blockbuster executive was asked by Variety in 2013 to explain the decision not to buy Netflix he said, “Management and vision are two separate things…”. This quote can apply to many different industries, but it is particularly appropriate for the call center. Your call center may be getting by on management alone today, but in order to stay competitive long-term, you have to execute your vision for a better customer experience with a digital transformation.
Sounds great on paper, but what if your boss isn’t on board? No worries, we’ve got you covered! The following three reason will help you convince your boss it’s time for a call center makeover.
Move to the Cloud and Save Money
Old-school traditional premise systems require a large upfront CAPEX investment. When companies make the move to a cloud contact center, they recognize cost-savings immediately. On a consumption-based OPEX model, there is no hardware to buy giving companies more operational and financial agility.
Premise-based contact solutions may provide the newest features, but with continual technology developments, how long will it be until these new features are outdated. Break out of the same old rut. The continuous delivery model in the cloud means contact centers are always running the most up-to-date software, eliminating the need for costly upgrades and upkeep.
Omni-channel engagement provides consistent and seamless cross-channel experiences. Customers expect service on their terms — using the communication channel that is most convenient for them, regardless of time of day. A digital transformation includes a range of ways for your customers to contact agents including voice, email, web chat, IM, SMS and social media channels.
Delivering informed, powerful interactions in and across every engagement turns routine interactions into strong customer connections.
Omni-channel interactions are generating more data than ever before for contact centers.
With so much data, it can be difficult to comb through it to turn it into useful information. Don’t get caught in the “analysis paralysis” trap.
A modern digital transformation includes connecting the service organization from end to end with a single, unified reporting layer with simplified, up-to-the-minute actionable data that can be combined with other business data sources, presented on real-time dashboards. Additionally, historical reporting and dashboards allow you to analyze data and uncover trends to improve operations and service strategies.
Learn more about transforming your call center with Aspect Via™, our customer engagement platform that eliminates the headaches and costs of maintaining traditional, loosely coupled contact center point solutions for your call center, self-service/IVR and workforce management needs.
Latest posts by Maddy Hubbard (see all)
- Improving the Retail Customer Experience with SMS - January 15, 2018
- The Case for Self-Service: Your Customers Don’t Want to Talk to You - December 20, 2017
- Happy Employees Make Happy Customers - December 1, 2017