Large But Nimble – How would your Contact Center Stack Up Against Derrick Henry? January 21, 2016 College football has ended and Alabama brings home their 16th National Title. Roll Tide Roll! I have spent many Saturdays this fall watching and cheering as Derrick Henry cut through opponents’ defensive lines with the nimbleness of a gazelle but the strength of a bull. His size was often discussed by commentators because a man that is 6’3 and 242 lbs doesn’t normally run a 40 yard dash in 4.4 seconds….that is unless he plays football for arguably the best college football program in the country! So what does football and Derrick Henry have to do with my contact center you might ask? Most consumers dread calling large organizations, it is the channel of last resort. They lament the long wait times, the frequent transfers and the repetition of information required as they navigate the various departments in hope that they will be transferred to the correct individual. In essence, customers lower their expectations when they are dealing with a large organization. They compare the time-consuming and unpleasant experience to other terrible experiences with other large companies. Your challenge as a large organization is to not accept that, however. Strive to offer a better customer experience because your customers deserve a better customer experience. Be the Derrick Henry that despite size, can still remain agile. If you’re a Bama fan, one thing you will know is that The Tide doesn’t spend a lot of time celebrating their wins until we have won THE last game. They don’t look two games ahead. They are there to give their best performance and to compete each and every time they walk onto the field. Being complacent isn’t something that Nick Saban affords his team. You don’t have to accept the size of your organization as an excuse for poor customer service and you shouldn’t expect your customers to accept it either. Complacent ball clubs don’t win National Championships and complacent companies don’t retain brand loyalty. The voice channel is still critical to customer service. 68% of companies offer phone as a channel with the largest expected increase in volume according to the 2015 Global Contact Center Survey from Deloitte. With the rise in popularity of other channels like email and chat, consumers tend to turn to voice as a last resort. Why? Because a phone call is personal and effective. It’s also an easy way to lose brand loyalty if you don’t pay attention. Research has shown that the phone actually has the lowest rated customer service touch point. Only 43% of consumers were satisfied when they called customer service. A starting point to increasing customer satisfaction is decreasing wait times and reducing the average call duration – valuing the time of the consumer. Agent productivity is also improved by enabling agents to take more calls in a shorter amount of time. If a call center with 500 agents has an average call time of 5 minutes, it is able to take an average of 48,000 calls a day. However, if a CTI solution is implemented and reduces the average call time by 10 percent, each agent could receive 107 calls a day and the call center could handle over 53,300 calls a day – an increase of over 5,000 calls a day. Improved reporting accuracy is also a great benefit to organizations that need help identifying opportunities to improve. Once you decrease the chances of human error through automation, reports become more actionable – not only to help identify areas for improvement but also opportunities for cross-selling and up-selling. If you want to learn how Contact Canvas can assist your contact center to be more nimble and efficient, join us on January 29th at 2 PM ET. Hear how our customers are raising the bar for customer service by integrating their CRM and phone system and what a differentiator it has been for the customer experience.Anthony UlianoAnthony X. Uliano, Founder / CTO of AMC Technology. I’m a CRM and contact center integration specialist, responsible for product development and strategy at AMC, a company I founded in 1995. I got my start as the architect for SAP’s Customer Interaction Center, which I sold to SAP back in 1997, launching my 23 year obsession with CRM and CTI integration. I split my time in Richmond VA and Bar Harbor Maine, where I live with my wife and 3 children. When I’m not running AMC, I’m an avid film buff and volunteer at several non-profits.