How to achieve more with less: the road to operational effectiveness
For many organisations, the COVID-19 pandemic has pushed forward the roadmap for automation and the transition to the cloud, sometimes by as much as several years. In a world in which customer contact is becoming increasingly important and technological developments follow each other at breakneck speed, the need for operational effectiveness increases, also when it comes to contact centre solutions.
As an organisation, how can you make the most efficient use of the resources – personnel, infrastructure, budget – that you have at your disposal? Which IT innovations make a difference in this, and how can you use these to streamline business processes in the contact centre?
Challenges in IT
IT teams are expected to provide day-to-day stability in the application landscape across the organisation. The daily operation must run flawlessly, preferably better and more cost effective than the day before. In addition, they must also be actively involved in IT innovations, and be able to choose from all the hypes and trends the ones that offer the technological improvements that give the company a competitive advantage, especially at a time when the customer experience can make all the difference.
Technologies such as artificial intelligence (AI), advanced routing, reporting and analytics tools, call-back, speech recognition, cloud, and many more can be used to improve contact centre KPIs. What matters is that all activities related to customer contact are routed through the contact centre and that all interactions are linked to result in a 360-degree customer view. This often involves a bit of customisation to ensure optimally coordinated processes and seamless integrations.
But with an exponentially growing demand for automation and integration, it's becoming increasingly difficult for IT teams to keep up. More innovation with fewer resources? Traditional IT business systems are not designed for that. Research1) shows that – instead of working on innovative solutions to accelerate project delivery – IT still spends 69% of their time maintaining the status quo.
1) Source: MuleSoft: 2020 Connectivity Benchmark Report
About DDM
At DDM Consulting, we understand that a 'one size fits all' approach is unthinkable when it comes to choosing a customer contact platform. After all, every organisation is unique! That's why we offer you a wide range of renowned contact centre solutions, and provide advice based on over 20 years of experience in customer contact.
Evolution, not revolution
Together with you, we’ll evaluate your current contact centre processes and your requirements for the new platform. We’ll advise and assist you in developing more efficient workflows, driven and supported by AI wherever possible. Based on your priorities, we’ll create a dynamic roadmap that makes the transition to a new, improved contact centre manageable.
Proactively embracing cutting-edge technology
This roadmap remains central to the project, even after the new platform is up and running. It evolves with changes within your organisation and developments in contact centre technology. Our experts assess every new release to determine its value to you as a customer. They take the initiative, ensuring you always have the relevant knowledge at your fingertips.
Creative solutions for better customer contact
And if you're looking for specific functionalities that aren't (yet) available on the chosen platform, there is plenty of scope for in-house development of add-ons tailored to your needs. Our team possesses the business and technical expertise to achieve the maximum potential, even if you've opted for an out-of-the-box solution.
DDM Consulting provides the proactive and creative approach to your CX evolution!
