Believe it or not, the final months of the year are upon us and before you know it, we’ll be consumed by the holiday season. Before you and your employees get wrapped up in the hustle and bustle of the holiday season, it’s important to start planning new strategies to improve the quality of customer care and drive contact center ROI.
Though it’s only October it’s important to start planning for 2016 now as successful strategy takes dedicated time and effort. Review over the past year’s details (i.e. contact center metrics such as average handle time, call resolution, and call abandonment) to set goals and build strategies that will ensure the upcoming year is a success.
So what are some ideas for driving contact center ROI in 2016? Below are just a few strategies we suggest putting on your radar for the coming year:
- Integrate support channels: Not every consumer is the same. Some like to speak directly to a Communicator via telephone, while others prefer live chat. To make sure that you cater to all consumers, make integrating customer care support channels (automated, digital and live Communicator) a priority in 2016.
- Utilize more technology: There is an abundance of cost effective technology available that can greatly improve customer care and drive contact center ROI. Ramp up your use of these intuitive technologies, such as predictive analysis, to ensure you remain on the cutting-edge as the new year unfolds.
- Consider integrated marketing solutions: Contact center leaders must lend more attention to integrated marketing solutions to raise more awareness. For instance, becoming more familiar with social media channels will be integral come next year.
Start off the new year on the right foot by planning strategies that are going to take your contact center to new heights in 2016.
Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA, SOCAP, and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He is a frequent speaker for national events and has also been honored with a number of awards and recognitions for his contributions to the call center industry.