Your contact center vendor checked the boxes, but they are now supporting your efforts. Imagine where you would be with a team that actively helped you drive growth and hit goals.
It’s time to ditch your vendor and partner smarter.
Your contact center vendor should be more than a service provider; they should be a strategic partner in innovation and data-driven insights, propelling your customer experience and sales efforts to new heights.
Data That Works
Having data is one thing, but actually being able to use it for growth? That’s a different story. When your data is incomplete, inaccurate, or siloed, it can be challenging to provide personalized customer experiences and improve sales efforts. After all, even the best AI needs to start with quality data in order to provide actionable insights.
“Inaccurate data is like a broken compass; it leads you awry, causing you to look in the wrong direction. While complete and accurate data leads you down the right path and shows you the way,” clarified Frank Pettinato, CEO of Avantive Solutions.
Contact center partners specializing in data management and analytics can be strategic partners for organizations looking to improve CX and deliver real results. By layering internal data with external sources like demographics, weather, and other relevant criteria, and applying AI and machine learning, every interaction can be personalized and impactful. With a commitment to privacy and compliance, insights such as age, household size, and income can be used responsibly to better understand customer needs, ensuring that tailored personas and product offerings align with consumer expectations and preferences.
Real-time data visualization and continuous feedback loops help clients better understand customer behaviors, identify emerging trends, and make data-driven decisions that improve customer satisfaction and drive higher sales conversions. With the right partner, you can unlock the full potential of your data, turning it into a competitive advantage.
QA at Every Touchpoint
Advanced monitoring tools now enable contact centers to review nearly every customer interaction, analyzing every phone call, chat, or email instead of just a small sample. According to Michael Ferrari, Chief Customer Officer, “AI-assisted scorecarding is making 100% quality assurance possible, helping teams improve continuously while focusing on what truly matters to their clients and customers.”
With AI-assisted scorecarding, you gain deeper insights faster, allowing for quicker feedback to agents. If an agent needs support with communication or problem-solving, timely coaching can improve their performance and enhance customer interactions. AI also helps spot trends, identifying areas where agents might need more training or highlighting issues that need to be addressed before they affect more customers.
However, while AI provides invaluable data and efficiency, the human element remains crucial. A strategic contact center partner understands that AI-driven insights are most effective when paired with human expertise. Human leaders and trainers are essential for interpreting AI findings, providing nuanced coaching, and ensuring that scorecard results are accurate and fair. This balance between technology and the human touch ensures that customers feel recognized and valued, creating meaningful connections that go beyond automated interactions.
Costs Savings with Blendshoring
Let’s be honest, cost optimization is a priority, but that doesn’t mean quality should be sacrificed. A blendshoring model leverages a combination of onshore, nearshore, and offshore teams to deliver excellent customer service while saving money. For example, you could have customer service teams in both a local market and an international location, such as combining a team in your home country with one in a region with lower costs.
“Blendshoring lets you align customer expectations with agent skills, balance budgets with the right-size solution, and add redundancy—all while enhancing cost efficiency and diversifying your program,” said Michael Ferrari.
By blending local and international teams, you can maintain cost efficiency without compromising on quality. It’s not about choosing one over the other; it’s about creating a cohesive, efficient team that can deliver best-in-class service.
Transitioning to a New Provider
Switching contact center providers sounds overwhelming with a fear of causing disruptions for your customers. But this kind of change doesn’t have to be a source of stress. Instead, it can be a strategic move that sets the stage for growth and improved customer experiences.
The key lies in being proactive. A forward-thinking contact center partner doesn’t just handle the basics, they anticipate needs, identify gaps, and offer solutions you might not have even considered. Often, it’s during transitions that these insights come to light. A new provider with a strong, proactive team can spot inefficiencies or missed opportunities that previous vendors may have overlooked. Handling a switch with a well-structured plan and the right support makes all the difference. See how this approach worked in a recent case study.
The Value of Experience
Many contact centers have decades of hands-on experience and have seen it all. They bring a wealth of knowledge and proven strategies that can be tailored to fit your business’s unique needs whether you’re addressing specific challenges or focusing on growth. Partnering with a team that understands the nuances of your industry gives you a reliable resource you can count on.
While your organization may not be an expert in every area, the right partner stays ahead of industry trends and brings them to you. For example, we’ve successfully piloted branded calling and AI-driven solutions to enhance customer interactions and optimize processes, delivering real, measurable results for our clients.
Your contact center provider should help you innovate, use data to its full potential, and elevate your customer experience. It’s about making data actionable, ensuring quality with AI, and blending cost-effective solutions without sacrificing quality. With the right strategic partner, even transitioning providers can be a seamless move that opens the door to new growth and better outcomes.
So, what’s stopping you from partnering smarter?
This article was originally published in our CX Reimagined newsletter on LinkedIn. Join the conversation here.
