{"id":147008,"date":"2018-07-02T08:14:24","date_gmt":"2018-07-02T15:14:24","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=147008"},"modified":"2019-07-17T16:35:13","modified_gmt":"2019-07-17T23:35:13","slug":"3-ways-to-cut-the-buzz-in-your-call-centre-strategy","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/3-ways-to-cut-the-buzz-in-your-call-centre-strategy","title":{"rendered":"3 Ways to Cut the Buzz In Your Call Centre Strategy"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]There\u2019s always a new buzzword popping up\u2014screaming to be recognised as the next big thing that will solve all your problems. The call centre is no different. Terms like\u00a0omnichannel<\/em>,\u00a0speech analytics<\/em>\u00a0and\u00a0self-service\u00a0<\/em>have become the vernacular at nearly every tradeshow, webinar and blog.<\/p>\n

While some buzzwords are just noise, others will have long-term value to your company. So, how do you sort through the noise to be certain you hear what\u2019s most important? There are a few methods to filter those buzzwords from valuable technologies.<\/p>\n

    \n
  1. Pick one thing in your call centre and do it well.\u00a0<\/strong>Don\u2019t reach for each new technology that comes out the minute it\u2019s available to you. Adopt one new technology at a time and master it.\u00a0Don\u2019t spin up social monitoring for every single social platform at once, for example. Instead, pick a technology and tweak your process until you have a well-oiled machine. Once you\u2019ve got the hang of it, pick another one and repeat the process.<\/li>\n
  2. Don\u2019t over plan on infrastructure.<\/strong>\u00a0Before\u00a0Agile marketing<\/a>\u00a0became status quo, executives often laboured over excruciating details for every little project and spreadsheet, refining projects ad nauseam. It\u2019s now believed that a better approach is to make a strategic plan and release the first iteration, knowing you will refine the solution as you go. When introducing new technology, start with the low-hanging fruit\u2014choose something safe, create something sensible and then release it to your team.<\/li>\n
  3. Build with the future of customer experience in mind.<\/strong>\u00a0There is a children\u2019s song titled, \u201cThe Wise Man and the Foolish Man,\u201d which tells the story of two men who build houses\u2014one on the sandy beach and the other on the rocks. The song (no surprise) ends when the house built on the sand is washed away, while the house built on a rock remains untouched. In the contact centre world, don\u2019t build technologies on a platform that can\u2019t withstand the waves of change. What you need today likely will look completely different a year from now. Choose a cloud-based call centre architecture that stands up to change and evolves with customer expectations.<\/li>\n<\/ol>\n

    These are a few strategies to help your company determine the right call centre solution for your needs today\u2014and into tomorrow. To learn how PureCloud by Genesys can transform your company to meet evolving customer expectations.\u00a0See a recorded demonstration[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

    [vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]There\u2019s always a new buzzword popping up\u2014screaming to be recognised as the next big thing that will solve all your problems. The call centre is no different. Terms like\u00a0omnichannel,\u00a0speech analytics\u00a0and\u00a0self-service\u00a0have become the vernacular at nearly every tradeshow, webinar and blog. While some buzzwords are just noise, others will have long-term value to your company. […]<\/p>\n","protected":false},"author":185,"featured_media":121332,"template":"","tax_priority":[],"tax_blogtype":[17756],"tax_blogcategory":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-147008","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/147008","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/185"}],"version-history":[{"count":3,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/147008\/revisions"}],"predecessor-version":[{"id":159138,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/147008\/revisions\/159138"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/121332"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=147008"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=147008"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogtype?post=147008"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogcategory?post=147008"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=147008"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=147008"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=147008"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=147008"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=147008"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=147008"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=147008"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=147008"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=147008"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}