Is It Time to Make A Change in Your Contact Center

I recently finished reading “The Power of Habit – Why People Do What They Do in Business and in Life.”  As a result, I’ve been thinking a lot about change – why we sometimes resist even positive changes in our lives and the process of change itself.

I’ll use myself as an example. After I had my kids, I, like many moms, struggled to get my body back. I kept telling myself to go for a run, eat less and all around just live in a healthier way. However, since I didn’t create a specific plan for exercise or eating well, not surprisingly, nothing changed.

Then my company had a “healthy challenge.” I figured this was my call to make some changes. I formed a team to keep me motivated, tracked my food and started exercising consistently. Thirty days in, my lifestyle and patterns had changed. I started to feel “off” if I didn’t get in my morning run and my energy level was noticeably up. Looking back, I wondered what took me so long to do something that is good for me and helps me perform at work and at home at a much higher level.  

When I talk to customers of our call center software, I hear echoes of what I experienced in making changes. They suffer through equipment that doesn’t always work as promised, systems that don’t integrate, and limitations inherent in their existing systems. They think to themselves that “someday” they’ll investigate other options for their contact centers. Once we get through this latest campaign, once we hire the number of agents we need, and once we are better aligned with our IT department, THEN we will make changes that will help make our jobs easier.

Unfortunately, without a plan, the hoped-for changes don’t happen. I’ve talked to many call center managers who want to do more, but can’t find the time or energy to do it. Reports, staffing pressure, and reacting to constantly shifting customer needs take up most of their time. And let’s face it, some folks think, “if it ain’t broke, don’t fix it,” even if “not broke” means not being able to do what they need to do.

But, I’ve also talked to our customers who have moved to a cloud based call center. Once they are ‘healthy’ – getting the metrics they need, saving on operational costs and have their systems integrated together, they wonder, “what took me so long?” 

We at inContact decided to make it easy for you to make some changes and get healthy. Or at least evaluate if your contact center is ‘healthy’ and find out if it makes sense to make some changes for your contact center. Take all of 50 minutes and join our “Is It Time to Move Your Contact Center to the Cloud” webinar featuring Art Schoeller, Principal Analyst at Forrester Research, Inc. You’ll learn what you should evaluate in considering such a change and if now might be the time to consider. If you’re considering the cloud, then this is a must-attend event.

And, if you can’t attend, then maybe head out for a run. You may start yourself on the way to some healthy changes.