Technology can be scary.
The complexity, the cost, the pace at which it evolves.
For businesses, there is a lot riding on it. Everything from day-to-day operations to strategic future planning depends upon the right hardware, the right software, and the right management.
In the contact centre space in particular, technology has had to respond to seismic changes in the way the world communicates. There are now myriad ways for people to interact with the enterprises and organisations from which they purchase a product or consume a service. In addition, those interactions are no longer confined to certain days or times but occur 24/7.
Today’s cloud-powered contact centre functionality can simplify everything but, for many enterprises, the fear of getting started often means they sit on their hands; thus foregoing the multiple and immediate benefits of taking the plunge.
However, as is so often the case, partnering with the right technology provider can allay those fears: ensuring a smooth and game-changing next step on the digital transformation journey.
“Companies considering contact centre technology are clear about the benefits it brings but indecisive about the actual change – that’s why, for us, the conversation should be less about the actual sale and more about the difference it can make long term,” says Ben Booth, CEO at leading UK-based CCaaS provider MaxContact, whose transparent, plain-speaking approach is helping business leaders everywhere to overcome their nervousness.
“Contact centres are becoming incredibly complex. They are now omni-channel and produce large amounts of data capable of informing a business on the efficiencies of its workflows and how to improve the communication experience.
“Companies need a partner able to educate them and be alongside them every step of the way. Of course, it is the product which enables the new functionality, but the provider/customer relationship is easily as influential when it comes to return on investment.”
Not that the market is all about enterprises for whom a contact centre is a brand new addition to their stack.
Businesses looking to switch or upgrade existing solutions, and larger enterprises for whom acquisition has increased current contact centre complexity, make up a large portion of the opportunity.
In those cases, picking the right provider is perhaps even more key.
“We have been discussing options with a potential client with 160 sites resulting from a series of acquisitions,” says Booth.
“They now have seven or eight different contact centre systems and want to move to just one. Understandably, there is some trepidation because the project is complex. Our strategy is to ensure that the same people from our business work from the outset and throughout with the same people from the customer’s business. That enables us to really understand that business and its needs. Having that level of consistency gives our customers confidence that the partnership will thrive which, in turn, alleviates some of that trepidation.”
“We take it very seriously because we know we have the potential to impact people’s lives, wages and careers. For us, the relationship is not all about the sale and the revenue. For us, it’s about the entire digital transformation journey and the long-term depth of the partnership.”
Pace and scale of deployment are also significant influencers on the fear factor.
Some organisations have complex contact centre needs which they need to address quickly. Others want to start small and go slowly. Again, a provider partner with the kind of culture and delivery model that plays well in both those scenarios can take the stress out of the process.
Additionally, in the case of MaxContact, a deep level of experience in verticals such as financial services and utilities means extra levels of confidence can be instilled in potential new customers from those sectors.
“When we start any new conversation, we are normally very quickly discussing the challenges that we know the organisation is facing,” says Booth.
“That’s because we have specialist knowledge and a great deal of experience. Suddenly, where there was fear, trepidation and nervousness, there can be confidence and excitement.”
To learn more about how MaxContact can help your and your customers’ businesses leverage the transformational benefits of cloud-powered contact centres, click here