By: Derrick Chin On: September 25, 2019 In: Contact Center Comments: 0

The year 2020 used to seem so far away. Now it’s only a few months away. Just like any other year, it’s budgeting season for many of you, and we want to make sure you’re making the right bets so you can have another successful year.

Here are 4 questions to ask as you go through your 2020 budgeting and planning meetings:

Where are you making investments for next year?

Like any living organism, your Contact Center requires attention and care to continue to grow. Part of this conversation is continually making investments in people, technology, strategy, or all of the above. It would be very easy for me to give you a single area to place your bets, but the reality is that your Contact Center and business are a lot more nuanced than a single bullet point. With our 30 plus years of Contact Center and related technology experience, we’ve come up with a few questions that can pinpoint where to start your investments.

What was the last People Investment your organization made?

No matter how good AI and automation are becoming, the truth is that we still depend heavily on human agents to resolve difficult or complex customer issues. Are all levels of your support organization prepared to deal with customer questions? Are they prepared in both business topic knowledge and equipped with the soft skills to interact with your customers the way you expect?

What was your organization’s last Technology Investment?

Every Contact Center has to make decisions about technology that will be able to provide a platform(s) to respond to today’s customer. Was the last technology decision for your Contact Center made 2 years ago? 5 years ago? More than 5 years ago? With the current rate of technology advancing every six months, it would be reasonable to assess that technology chosen 5 years ago is equivalent to 10 years’ worth of changes.

What was the last Strategic Investment made for your Contact Center?

Just like every journey, it is helpful to know where you’re going. Even better is when you get somewhere because it is where you planned to be. How far is your organization looking into the future? Next Month? Next Year? Last Week?

CPI has the unique skill set to help your organization sift through these questions. We can help your team determine if you’re on a good course. If you’re not, we can definitely help you course correct, and maybe even set you up for more success than you thought was possible.

Here’s to a great 2020!

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