We have developed a five-stage model for successful CCaaS implementations. Each stage is designed to overcome key friction points that cause CCaaS implementations to fail or underperform. We group these strategies into three categories: Strategic Clarity, Vendor and Platform Evaluation, and Leadership Advocacy.
This post is the first in a series that shares some of our tried and true strategies that firms can use to successfully move to and exploit a CCaaS platform.
CCaaS Success Strategy No. 1: Develop an Overarching Customer Experience Strategy
A customer experience strategy outlines a vision for serving customers; provides a detailed, desired customer experience; and outlines the processes for engaging and delivering the desired experience across your organization. If you have neither documented nor aligned your organization to deliver on a specific strategy, then you don’t have a strategy.
This often happens because customer service is seen as a cost center, not a differentiator— moving the competitive ball is too expensive, the customer service function is immature, there are competing priorities, the company lacks leadership support, differentiated customer service seems like an unrealistic goal, or the technological backbone is not in place. The absence of a strategy often manifests as decentralized business units focused exclusively on narrow business goals, their business, or their own client interactions.
Explore how to build a comprehensive strategy with our Art of the Possible workshop
To successfully execute CCaaS, your organization needs a shared vision of the ideal customer experience. Develop a customer experience strategy and detail the experience you want to deliver. A CX strategy creates the vision and requirements to deliver on your company’s brand promise.
It includes, but is not limited to, areas like “meet the customer where they are” by integrating or expanding channels, reducing or eliminating hold times by expanding self-service or implementing queued callback, or creating a hyper-care pool for VIP customers by using CRM data to route their interactions differently.
This vision is created through collaboration with business leaders. Obtaining buy-in throughout your organization creates a winning strategy. The tech will enable it.
