Patch management is the process of regularly updating and applying patches or updates to software, applications, and systems used within the contact center environment. These patches typically include security updates, bug fixes, performance enhancements, and new features released by software vendors.
Contact centers rely on various software and systems to support their operations, including customer relationship management (CRM) systems, telephony solutions, workforce management tools, and other applications. It is crucial to keep these systems up to date to ensure optimal performance, security, and functionality.
Conducting regular vulnerability assessments helps identify potential security vulnerabilities in the contact center environment. This helps prioritize which patches are critical and need immediate attention to mitigate security risks.
Establishing a well-defined patch deployment strategy ensures that patches are tested thoroughly before being deployed to production environments. This strategy includes testing patches in a controlled environment to minimize any potential impact on contact center operations.
Implementing an effective change management process ensures that patch deployments are properly documented, communicated, and tracked. This helps in managing the impact of patches on agent productivity and customer experience.
Monitoring systems after patch deployment helps identify any issues or unexpected behavior caused by the updates. Regular reporting allows contact center managers to track patch compliance and evaluate the effectiveness of the patch management process.
Establishing a strong relationship with software vendors is essential for timely access to necessary patches and updates. Regular communication with vendors ensures that contact centers stay informed about security vulnerabilities and receive prompt notifications when patches become available.
With a regular patch management practice, contact centers can enhance system security, minimize downtime due to security breaches or system failures, and maintain a stable and reliable contact center environment.
More Patch Management Resources for Call & Contact Centers
IVR systems now provide customers with different ways to access their phone menus. Instead of having to reach out to a company by phone, a customer can log on to the company website and use a chatbot to ask questions. If a customer needs to speak with a live agent, a chatbot can patch them through along with the information they collected. Visual IVR also allows users to navigate through a series of prompts online to get routed to the right person and finish getting help through chat or a phone call.
Some customer service interactions are spontaneous, like unexpected service outages or new customer inquiries. There are many service interactions, though, that you can anticipate, like when it’s time to update the software patch, time to renew a contract or time to make a recurring purchase like an anniversary gift.
For these types of calls, don’t wait for the customer to come to you. Set yourself apart by using automation to go to them with the resources they need to complete the necessary action. You’ll not only drive more repeat purchases but create delight via an unexpectedly easy and convenient interaction.
Many companies say they care about their customers, but in an ever-more-crowded marketplace, it’s those who invest in providing truly excellent service that will have a competitive advantage.