The Times Are Changing—Are You?


The contact center industry is currently undergoing a period of rapid transformation brought about by the convergence of changing consumer expectations and disruptive technology. In order to remain competitive, it is vital that you keep pace. But measuring progress is not quite as simple as it once was, and it can be difficult for any contact center leader to know whether or not their team is successfully adapting or headed towards peril.

They say that you don’t know what you don’t know, and that’s certainly true for contact center leaders that are feeling overwhelmed by the inundation of new technology into their organization. It isn’t uncommon to feel buried in data, uncertain about the viability of your chatbots, and unsure of your agents’ ability to meet the diverse range of service options available to consumers today.

If you’re in this position, you’re not alone. And fortunately, there are plenty of ways to determine the efficacy of new initiatives in your contact center. Here are several ways that you can ensure that the changes you make in your organization are benefiting your bottom line and larger corporate goals.

Take our benchmarking self-assessment survey: Call Center Assessment allows you to compare your current contact center capabilities and processes with call center industry best-in-class, your peers, and other Aspect customers. After taking the 15 minute survey, our Performance Improvement Team will provide you with a free personalized report to help you get better insights into where you stand to improve.

Introduce customer experience analytics: It’s pretty common to track the performance of your agents, but if you don’t also have analytics to study customer experience, you’re only getting half the story. Customer experience analytics will help you to discern the efficacy of your IVR systems, get better insight into their preferences and interactions with your agents, as well as offer a chance to provide customers with post-interaction surveys for even more thorough study.

Keep agents focused on eLearning: As a contact center leader, you know that your agents are a direct representation of your guidance. If you want to make sure that your organization is keeping up with the times, keep your agents engaged in eLearning courses that will hone their skills and introduce them to the latest tools and strategies for success. You’ll be able to garner insights and track agent performance, which will also help you isolate pain points that warrant further coaching.

It’s not always necessary to have all the answers. But if you don’t, you need to work with those who can provide the support you need to avoid negative customer experience. To see how we can help you get your bearings in an ever-changing industry, click here.

Chris O'Brien