Make that information your currency. Get creative and bolster up reporting to enhance your Value and Visibility. When information is shared, it provides Value to others and Visibility to your operation. You will get Marketing’s attention when you inform them that the Contact Center can report (in near real-time) contacts generated by a campaign. Imagine providing Marketing with a Voice of the Customer report only hours into a new campaign or promotion.
Won’t Legal be surprised when you are able to https://lastdatabase.com/ pture calls and report specifically on issues like confusing letters being sent to customers and forcing them to call for clarification. Imagine how powerful your argument is when you can offer IT screen recordings to illustrate latency and its impact on performance, resource requirements, agent utilization, and customer experience.
All, I might add at a cost of one form or another. Spend some time to really look at what drives demand and ways to optimize the opportunities, eliminate the redundancies, report on it, and work collaboratively with cross functional partners to produce desired outcomes. BE DELIBERATE ABOUT “TAKING CHARGE” OF YOUR VALUE AND VISIBILITY. Identify technology to support objectives.