{"id":147014,"date":"2018-06-14T08:14:16","date_gmt":"2018-06-14T15:14:16","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=147014"},"modified":"2021-02-09T22:56:12","modified_gmt":"2021-02-10T06:56:12","slug":"have-you-reached-the-limit-with-your-contact-centre","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/have-you-reached-the-limit-with-your-contact-centre","title":{"rendered":"Have You Reached the Limit With Your Contact Centre?"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]Loyalty. It\u2019s a word often used in a customer experience context. To stay competitive, companies must strive to create a loyal customer base. Employee loyalty is an essential ingredient for providing a competitive level of service. \u00a0And, remaining loyal over time to reliable vendors builds consistency and is regarded as a smart business decision.<\/p>\n

Yet, there are times when remaining\u00a0loyal to an ageing\u00a0contact centre solution<\/a>\u00a0may prove to have a far-reaching, negative impact on your customer experience, competitive positioning, and business results.<\/p>\n

Known for his humour, baseball legend Yogi Berra, once said, \u201cWhen you come to a fork in the road, take it.\u201d This clever one-liner comes to mind when I\u2019m facing a complex decision. However, decision-making is no joke for companies at the crossroads of meeting soaring customer expectations and\u00a0maintaining an outdated contact centre.<\/a>\u00a0The dilemma is whether to continue to invest in technology from an\u00a0existing vendor with an uncertain future<\/a>\u00a0or make a forward-thinking decision to choose a future-proof contact centre solution from a provider that shows a track record for success, innovation, and financial stability.<\/p>\n

Is It Time to Make the Shift?<\/strong><\/p>\n

When evaluating the current and future success of your contact centre, there are many factors to consider. If you don\u2019t have a plan to support\u00a0omnichannel customer engagement<\/a>, you are already on track to limiting your customer experience.<\/p>\n

Does your contact centre provide service on multiple communication channels? Do you maintain multiple agent desktop applications and reporting tools for your supervisors? Are your teams using different systems for routing, self-service, outbound communications,\u00a0workforce optimization, and digital channels? \u00a0If so, without a single, integrated platform in place, you\u2019re creating fragmented customer journeys and limiting agent efficiency. At the same time, you\u2019re taking on significant IT and operational challenges. You also lack the omnichannel visibility necessary to make insightful business decisions.<\/p>\n

Along with the operational issues caused by an ageing contact centre solution, there is the growing cost of maintenance, upgrades, and integrations. Once you\u2019ve calculated the true cost of keeping your existing contact centre infrastructure, you\u2019ll discover it\u2019s substantially higher than investing in a new\u00a0cloud-based solution<\/a>\u00a0that also offers the measurable benefits of driving increased revenue, customer satisfaction, and better business outcomes. You also can learn from your peers\u2019 experiences and independent studies on the.<\/p>\n

Why Your Vendor\u2019s Financial Strength and Commitment to Innovation Matters<\/strong><\/p>\n

Once you\u2019ve reached the conclusion that your existing contact centre is no longer aligned with your current business needs and future vision, the question is where to\u00a0start your evaluation<\/a>.\u00a0 The quick, but not always best, approach is with your existing solution provider. However, because contact centre investments are substantial and long-term, it\u2019s important to closely evaluate any vendor for its current and future innovation, technology investment, and financial stability, as well as its roadmap. Vendors showing\u00a0signs of instability<\/a>\u2014such as reports of declining revenue or weakening financials\u2014may not be around for the lifespan of your system, nor will they have the financial strength necessary for investing in the innovation that keeps pace with growing customer expectations.<\/p>\n

Are You at the Crossroads?<\/strong><\/p>\n

If your contact centre is reaching the end of its lifespan, it\u2019s more important than ever to carefully\u00a0evaluate your existing vendor\u2019s roadmap<\/a>. A roadmap is more than a piece of paper: it is backed up with proof of leadership and customer successes before making any decision. It\u2019s also wise to obtain a competitive bid from a next-generation contact centre solution provider that has a dedication to innovation and a clear plan for you to sustain a long-term competitive advantage.<\/p>\n

Looking for a solution that is agile enough to change with your business requirements and your customer\u2019s expectations? Read the Competitive Advantages of PureCloud<\/a>.<\/p>\n

And,\u00a0contact us today<\/a>\u00a0to learn how Genesys can help you reach new heights of customer experience success and profitability.[\/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]Loyalty. It\u2019s a word often used in a customer experience context. To stay competitive, companies must strive to create a loyal customer base. Employee loyalty is an essential ingredient for providing a competitive level of service. \u00a0And, remaining loyal over time to reliable vendors builds consistency and is regarded as a smart business decision. […]<\/p>\n","protected":false},"author":200,"featured_media":121369,"template":"","tax_priority":[],"tax_blogtype":[17766],"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-147014","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-executives-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/147014","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\/200"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/147014\/revisions"}],"predecessor-version":[{"id":363641,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/147014\/revisions\/363641"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/121369"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=147014"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=147014"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogtype?post=147014"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogcategory?post=147014"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=147014"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=147014"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=147014"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=147014"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=147014"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=147014"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=147014"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=147014"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=147014"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}