Contact center business optimization is a methodical, data-driven approach to honing an organization’s key functions and processes to achieve benefits such as increased revenue, reduced costs, improved customer satisfaction and greater agility. Business optimization efforts begin with understanding the current situation through rigorous analysis that may include data analytics, employee and customer interviews, and direct observation. Next, the organization needs to establish measurable goals and a vision for the future. Finally, business optimization projects need to include a plan to get to the future vision, including tasks, timelines, interim goals, staffing needs, and change management plans.
Technology is often used to facilitate business optimization efforts. For example, in call centers workforce management applications automate, streamline, and optimize the forecasting and scheduling processes, both of which are critical to effectively and efficiently satisfying customers. These used to be cumbersome, manual processes. Call centers that are committed to business optimization recognize that workforce management systems can fundamentally transform that manual process, and something that took days now takes just hours or even minutes, and it is done with far greater accuracy.
The journey to optimizationis multifaceted and involves key steps:
Business optimizationcommences with a thorough analysis of the existing operational landscape. Thisinvolves a multi-pronged approach:
Stat: According to a McKinseyreport, data-driven organizations are 23 times more likely to acquirecustomers, six times more likely to retain customers, and 19 times more likelyto be profitable as a result.
The analysis phase lays thefoundation for formulating specific, measurable goals and a compelling futurevision:
Stat: According to a study byHarvard Business Review, organizations with clear goals and strategies achieve60% higher levels of business performance.
The strategic plan is theroadmap for achieving the envisioned state:
Stat: A study by Prosci found thatorganizations with effective change management are six times more likely tomeet objectives and project ROI.
Technology plays a pivotalrole in realizing optimization goals:
Stat: A Gartner report suggeststhat organizations that embrace automation can achieve cost savings of up to 30%.
In summary, businessoptimization is a journey fueled by data insights, strategy, and technologicaladvancements. By aligning processes with goals, organizations can unlock amyriad of benefits and propel themselves toward sustained success in anincreasingly competitive landscape.
