Setting up a contact center is a strategic decision that aims to improve the relationship between the company and its audience by providing remote services with added value. Whether it be a general or specialist contact center, the success of your project relies on support from general management which alone can provide the technical resources and manpower required to fulfill the project.
In terms of management and operations, setting up a contact center involves a series of choices and decisions about the contact center’s location, size and responsibilities as well as communication channels. You can go for a centralized model with all your agents together on the same system or, as current contact center software provides, a multi-site model with no ties to location.
Which channels you choose depends on your target audience and manpower although calls and emails are essential for most industries. If you start with these two channels, you can be sure to get off on the right foot. Plus, with Diabolocom’s contact center solution, you can easily open additional channels (Social Media, Instant Messenger) when the need arises.
No matter your plans, choosing the right contact center software is vital. That’s what determines how much wiggle room you have to manage your teams, automate certain procedures and use the synergy between communication channels and agent skills to provide your customers with the service standards they expect.