From Victoria Beckham declaring she’s middle class to Elon Musk challenging Mark Zuckerberg to a cage fight, celebrities sent out many fun-filled messages to the masses last year.
Yet, the contact center industry has its personalities, too – and they have messages of their own to share with the community.
These do not aim to provoke, however. Instead, these strive to provide some words of wisdom that will help contact center leaders guide their strategies.
Indeed, during November’s Contact Center Expo in London, we asked five prominent CX experts: what message do you most want to share with the contact center community?
Here is what they had to say.
1. "Take the Tech Out of Contact Center Design" - Nerys Corfield, Director of Injection Consulting
Technology is moving at a velocity the industry has never seen before. But that doesn’t mean businesses should be in an arms race to deploy it as fast as possible.
Yes, it’s much easier than it once was to spin up applications and test them quickly. However, when gaining clarity on what you want customer experience to look like, start by taking the technology out of the picture.
Ultimately, whatever journey you create, the technology will be there to support it.
When considering new technologies, brands normally bring me in, and I immediately put an intervention in place to ensure they make the most of this transformation opportunity.
They rarely think about how to better align people and processes with the technology or how it will change their culture, workflows, and measurements for success.
Thankfully, there is the 7P framework to ensure the contact center gets its ducks in a row before making tech-based decisions (as shared in the video below).