By Steve Brubaker, InfoCision Chief of Staff
Another holiday season has come and gone. Now, your company is back to work and staring down the year ahead.
What comes next? With so many things to do, it can be difficult to plot a course of action for 2018.
Here are some action-items that you should strive to tackle over the next few weeks:
Keep the momentum going: The holiday season may be over, but now is no time to slow down. Consider offering post-holiday sales, contests or giveaways to keep up with your competitors and drive further profits. Tax season is here, and consumers will be cashing in their checks and looking to spend them. During this time, it’s imperative that you have a fully-functioning and reliable contact center in place to engage with customers during the sales process.
Analyze your data: One of the most common issues that we hear today from business leaders is “Help! We have all of this data, and we don’t know what to do with it!” Many businesses, in other words, doubled down on their data collection efforts during this year’s holiday season but have no actionable plans for processing and utilizing the information. Instead of hiring a data scientist, which can be very expensive or putting your IT team to work digging through information you may want to consider outsourcing your data management needs. Many companies specialize in helping businesses to understand their information and maximize their return on investment.
Form a spring and summer strategy: Look ahead to the busy spring and summer month ahead. Do you have enough staff members? Are your technologies up to par? These are questions you should be asking right now.
Look for ways to cut your budget: As you plan for the future, look for some ways that you can slash costs in the coming months. This is especially important if you are managing a large contact center, with a great deal of overhead. If you are spending more than you are bringing in, you should seriously consider outsourcing to a third party contact center solutions provider.
Plan ahead for next year’s holiday rush: Finally, take a look back at the last few weeks. How did your team perform this holiday season? When analyzing your data, and reviewing conversations, you may find some areas that are in need of improvement. Again, this is where a contact center solutions provider can help. Instead of spending money on seasonal agents next year, outsource operations and focus on other priorities.
Review your cybersecurity: Even if you made it through the holidays unscathed by cybercrime, this is no time to slow down. Review your cybersecurity strategy with your IT team and your employees to make sure everyone is aligned with the most recent information. This could save you from a massive data breach.