The Dallas Cowboys Are Sticking to the Basics—So Should Your Contact Center


Now that we are well past the halfway mark of the NFL season it is easy to predict what teams have the right stuff and which ones don’t. The usual suspects are more than likely going to head to the playoffs, those being the New England Patriots, Seattle Seahawks, Kansas City Chiefs, Atlanta Falcons, Pittsburgh Steelers, etc.

Dallas Cowboys and Contact Center Basics

However, there is one team that stands out above the rest—the Dallas Cowboys. Why? Well, for starters they hold a strong 8-1 record, they have already beaten some of the best teams in the NFL— just look at the tape from the Steelers game; but more importantly they are doing it with a rookie quarterback, Dak Prescott, and running back, Ezekiel Elliott.

Go Back to the Basics

You may be asking yourself, what does this have to do with contact center technology? The Dallas Cowboys are winning because they have gone back to the basics of football. They have stuck to the run game (which opens up the option to throw the deep ball), they’re blocking and tackling without error, and their special team isn’t giving up the big play. Additionally, Prescott isn’t a flashy quarterback, but he has a strong arm, uses his crafty footwork to move around the pocket, scrambles only when needed, and he can operate under pressure—the basics of quarterbacking. Just ask Jon Gruden.

If businesses want to deliver good customer service, they need to stick to the basics, and this means having a good engagement strategy, connecting customers to answers, fast; and directing customers to the best skilled agents at the right time.

Contact Center Game Plan

Having the right game plan keeps your customers happy and elevates your agents’ talents.

  • Make it easy for customers to help themselves and access information through self-service; and engage with you through all channels including voice, email, chat, and Messenger. And if customers need help, enable them to jump to live assistance whenever they want.
  • Create a digital trail and case that contains the details of the inquiry and matches it to the customer record at the point of engagement.
  • Provide agents with full visibility of the customer journey, so they can pick up the conversational thread without asking customers to repeat information or explain intentions.
  • Make sure agents have access to the right resources to answer customer questions. This may involve integrating omni-channel solutions to CRM, ticketing and billing systems to optimize efficiency.
  • Conditionally route customers on a contact-by-contact basis, or queue across teams and departments, according to contact center, customer preference or other internal/external data.

Run the Right Routes

If Dak Prescott’s receivers run the wrong routes or get bogged down in traffic he can’t deliver a pass. If customers are routed to the wrong agent or department, or get lost in the IVR your business can’t deliver positive experiences. Having a reliable IVR system and accurate ACD platform can help ensure that doesn’t happen. These tools help make contact centers more efficient by using a set of automated rules to determine the appropriate representative for each caller. Additionally, customers don’t want to just use the voice channel to contact you, so having a single platform that can route inquires on all channels is key.

Think of Prescott and Elliot as your best skilled agents. The talent is all there but in order for them to produce they need the right tools to execute and create amazing outcomes.