Why Virtual Contact Centers are having Issues Meeting the Demands of Customers T

Posted by New Nett on February 18th, 2016

Contact centers have changed over the years and the advancements in technology have allowed them to have many options in addition to the voice-only options. These days, virtual contact centers allow customers to communicate in a variety of ways that were not available in years past, including through social media, chats, emails, SMS and video, and as the technology grows, there will most likely be even more means of communication.

Another change with virtual contact center is the KPIs have dramatically changed and are now more focused on the customer’s need. This involves more customer satisfaction surveys, NPS and first call resolutions. This customer-focused approach is providing businesses with ways to grow and advance and stay competitive in the market.

Unfortunately, many contact centers are still have difficulties implementing the changes and adjusting to the new customer-focused, multichannel world of today. Frost and Sullivan’s 2014 Enterprise Priorities in North America and Europe reported that there are six reasons why contact centers are continuing to have issues in meeting the demands of customers today. Those reasons include:

• Budget
• Not a strategic priority for the business
• Organizational silos
• Customer willingness to adopt to new contact channels
• Lack of in-house resources and expertise
• Legacy contact center systems/technology

These six issues can be problematic for any sized virtual contact center and it can prevent their company from being competitive in the market. Technology needs to be updated in the company and employees need to be trained on it and if you are unable to do so, your business is going to have problems. You will also need the budget to afford the technology and to properly train the employee’s mobile communications

The good news is there are ways to solve these problems. Once a business has identified that these are the issues they are faced with, they can make changes to improve their business. If they make this a priority, they can restructure their budget and find ways to train their staff and get the resources they need to make improvements.