If your contact centre’s strategy feels like it’s drifting rather than having the focus and direction needed to bring optimum results, it can be tempting to rip things up and build a totally new strategy, redesigned from scratch. However, that isn’t always necessarily required, and a measured approach that takes the best of what is currently there, along with understanding the areas that need to be tweaked, can be more effective and much less disruptive to implement.
With a strategy in place that is right for your business, some of the benefits include:
- Faster growth
- Faster and more informed decision-making
- Improved efficiency and reduced operating costs for the same or better output/outcomes
The tools and methods used to achieve this are likely to be a combination of changes made to technology (or the way existing technology is being utilised), internal processes and the operating model. An effective strategy refresh looks not only at what needs to be done in the here and now, but also takes into account how things can be futureproofed to as high a degree as possible. This will mean that future change and strategy refresh activity can be managed to have as little negative impact and disruption as possible, with the flexibility needed to evolve with fast-moving technology and changing customer expectations and preferences.
Change can often be daunting, but for contact centres in need of an organisational shake-up, the rewards of making sure the strategy has the right focus, both for now and into the future, far outweigh the risks.
Avocado55 offer a free 1-hour strategy review, looking at your existing operating models and processes to identify where change is needed so that you can start moving in a more effective and rewarding direction.
Get in touch to find out more.