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

Whitepaper 'A change of course in customer contact'

It is therefore time for a change of course. The first step is to examine the IT organisation to find out what steps can be taken to break old patterns and streamline systems and processes.

In our whitepaper ‘A change of course in customer contact: IT's leading role on the way to the future’ we look at ways to improve operational effectiveness in the organisation, and which aspects to consider when rolling out such a – usually complex – project, whether it concerns migration to the cloud or the (further) implementation of digitisation and automation of the contact centre. The IT organisation has a leading role in this because that is where the knowledge and skills are located to set the best course towards the future.

Download our whitepaper here

About DDM

At DDM Consulting we believe that our customers benefit most from tailor-made advice, without preference for a particular product or specific supplier. That is why we offer a wide range of intelligent omnichannel contact centre solutions, delivered by renowned partners who are all specialists in their field. This approach makes us flexible in finding the solution that best suits our customers’ specific needs and ambitions.

We guarantee a successful implementation, ensure integration with all existing back-end systems, and take care of managing and maintaining the platform. Our clients come from a wide range of sectors, from major financial institutions such as banks and insurance companies, to telecom operators, healthcare institutions, government agencies, retail, and media. We are especially known for delivering customised solutions for corporate clients with complex structures, such as customer-specific integrations with back-end systems and the development of add-ons. Sometimes we even build a completely new product! That is how we ensure that the chosen contact centre solution exactly matches our customer’s wishes, needs and business processes.

We have grown into a team of about 30 contact centre experts and are mainly active in Belgium, the Netherlands, Luxembourg, France, Germany, Austria, and Switzerland.