Contact Center Checklist

How to Make Informed Decisions in Your Contact Center Without Technical Expertise, Even If You’re Not Familiar with Cloud-Based Solutions A technical and business requirement checklist for your new cloud-based contact center. Technical Requirements … Scalability: Ensure the solution can accommodate growth in contact volume and agent numbers. How long does it take the vendor to provision new seats? … Integration: Verify the solution integrates with existing customer engagement tools, such as CRM and help desk software. What are other customers’ experiences with the time and effort required to integrate other essential systems? … Omni-channel support: Ensure the solution supports customer communication via multiple channels, including voice, email, chat, and social media. Are there limits on the volume and concurrency that need consideration? … Reporting and analytics: Check for real-time reporting and analytics capabilities to measure and optimize contact center performance. Are there easy-to-use tools to build customized reports? … Security and compliance: Confirm the solution meets security and data privacy regulations, such as GDPR and HIPAA. Can the vendor provide documentation of its data management and security practices? Business Requirements … Cost-effectiveness: Evaluate the total cost of ownership, including upfront and ongoing expenses, to ensure the solution provides value for money. Can the vendor provide a customer reference similar in size and complexity to my organization? … Customer experience: Ensure the solution provides a seamless and consistent customer experience across all communication channels. Can the vendor support add different channels (i.e., web chat, messaging, SMS, and the like) in a phased approach?

… Employee satisfaction: Ensure the solution provides a user-friendly interface and tools for agents to enhance their productivity and job satisfaction. Is the vendor willing to show CSAT or NPS scores showing satisfaction with their solution? … Business continuity: Confirm the solution has disaster recovery and business continuity features to minimize downtime and ensure continuous operations. Can they utilize different operating regions if the solution is built on a third-party cloud provider? If the solution is built on the vendor’s own infrastructure, what are the plans if their data center has downtime? In 60 seconds, I can show you the right contact center solution for your organization based on your unique situation. Schedule Your Call CUSTOMER TESTIMONIAL I hired Tim to help with our Contact Center as a Service and Unified Communications project at Oriental Trading Company. It was a complicated project where we wanted to upgrade our technology, but “ we also wanted a good value for our investment. There were several departments and many different stakeholders involved. Tim offered expert assistance in navigating the decision-making process and helped us make the right decision on time and within our budget. He kept the vendors on track and saved me a ton of time on this project. We couldn’t have done it without him and his team. He’s a true professional and a delight to work with. I would highly recommend working with him AJ Kohler, Product Manager - E-Commerce, Berkshire Hathaway Company