In the ever-evolving customer engagement landscape, contact center technology delivers the most value when it aligns seamlessly with a well-informed business vision. As CIOs and IT leaders define their strategies, they must invest in technology that provides tangible and measurable business benefits.
Table of contents
According to the latest State of the CIO study by Foundry, CEOs have identified “strengthening IT and business collaboration” as a top priority for the IT department. This highlights the importance of fostering a strategic partnership between IT and the contact center. By aligning these two entities, companies can minimize risk, improve customer and agent experiences, and make informed investments in viable solutions.
This priority also reflects the need for a strategic approach that caters to customer needs and aligns with the organization’s objectives. To achieve this, IT leaders should focus on understanding customer issues and pain points, monitoring customer interactions, and aligning their strategies with the financial realities of the contact center.
3 action steps to help IT leaders align with contact center needs
To better foster this alignment, IT leaders can adopt a proactive approach by taking specific measures. Here are three practical steps that can help IT leaders understand and meet the specific needs of the contact center.
1. Stay informed about customer and business needs:
Engage in cross-departmental discussions to gain deeper insights into customer-facing issues and align with the organization’s objectives. Investigate customer issues and pain points by reviewing customer satisfaction feedback, journey maps, and customer intent data to understand business realities in-depth. Bring efficiency issues into focus by monitoring customer interactions to witness what happens when an agent is struggling to find the right answers for their customers using a slow or cumbersome system.
2. Master the language of the contact center:
Ensure that all IT team members are well-versed in the objectives and key performance metrics of the contact center. Ask your operational leaders to give your team a detailed explanation of how time equates to cost in the contact center. This will help them understand the financial impact of even minor increases in talk time — such as by one, five, or 10 seconds — on overall costs. By speaking the language of the contact center, you can foster better engagement and understanding between groups and ensure that stakeholders at every level feel valued and heard.
3. Automate to deliver immediate value:
Invest in technologies that deliver immediate value. Automation helps reduce errors, saves time, and optimizes processes. For example:
- Agent Assist technology uses real-time speech-to-text processing to analyze interactions for customer questions and sentiment. AI-driven algorithms then advise agents on the next best action to deliver a more personalized service experience. With Agent Assist, agents can save time by quickly accessing relevant information and responding to customer needs more efficiently.
- Real-time transcription creates accurate speaker-separated transcripts of the agent-customer interactions as it happens, so customers do not need to repeat themselves if the agent mishears something or needs to reference information from earlier in the conversation. This can also save time and increase customer satisfaction by reducing the need for call backs or follow-up calls.
- Auto-sumary tools use machine learning to create summarized notes of each interaction, saving precious after-call work time. This reduces the risk of human error and allows agents to focus on more pressing tasks.
For more insights into aligning your IT and contact center strategy to deliver business value, download our eBook, Transforming Contact Center IT Challenges into Strategic Advantages.