Genesys Cloud is a phenomenal Gartner leading application. We rely on it too.
The problem with most call centre platforms is they focus on models that service all customers but not all individual customers end to end business plans, they solve the communication part but not the rest, their clear focus is communication.
In their defence, they all attempt to address this client personalization issue by creating partner channels, unfortunately most (not all) partners are product-focused, aiming to sell an off-the-shelf application that will not always fit your grand business plan.
Most call centre platforms have online forums that allow their clients to request additional needs. A very common request on most online forums is more report content that works for all a client’s needs. To their defence most call centre platforms have built in API stacks, for this exact reason, this allows a client to build their own personalization.
However, these skills globally are very rare, and clients and partners demand an off-the-shelf application they require to accommodate their lack of skills to address their needs.
Yes, your organization is unique, which means it requires individual attention.
Sherlock Holmes understood the importance of even the finest details to realize his art of deduction. It is a detailed and efficient process of data collection that would allow the investigator to eventually determine ‘whodunnit’ without any doubt. Like Sherlock, you cannot make constructive decisions that will benefit your business without the appropriate and timeous data you need. You need detail and not just general information to solve cases.
Here are five data application issues that you will more than likely face, along with some useful information that should help you tackle them.
1. Traditionalists vs The New Breed
When it comes to data analysing, there is a new call centre world thinker and an old call centre world thinker.
The old call centre thinker is still stuck in the day-to-day way call centres used to be analysed.
The new call centre thinker is dynamic forward thinking, always asking questions, always looking for different ways to improve, always questioning the old call centre thinking way. A combination of the new call centre thinking, and the richness of quality data will push a company to make better profitable call centre decisions.
2. People Opinions
Be careful you are not being driven by people opinions, whether it be internal or external to your organization.
Generally, people will give you their opinions before listening to the finer details of your business requirements. These opinions can be driven by several things, job security and more sales are just two of them.
Do not fall into the trap of people opinions, stick to your business drivers, the technology is available for you to not accept anything less.
3. I Will Wait for a Feature to be Released
The question is more around time. Remember most call centre platform organizations will follow a process of whether a feature is released or not.
The feature if released will more than likely give you some of what you are looking for. The question is more around are you willing to wait and does it really solve your business needs.
4. I Have an API Developer Who Can Do Everything
So, you have decided that the way you will get your data information you require is through APIs. You have a developer, so he/she understands everything.
Be careful with this approach.
Your developer needs to have a good understanding of your call centre platform as well as your business drivers. Remember you will want to change and add on as time goes by, most developers work in a 'per project mode', they do the project and then move on. Rich APIs require support, maintenance, and continuous growth for you to reach your business goals.
5. The API is King!
There is no doubt that in this forever changing business world of yours personalization is the key. Out of the box APIs will not give you your business requirements but they are just a good starting point.
The key to you getting your business data requirements is real time data and then building your own APIs.
This type of an approach is a game changer to your organization and will put you fully in control of where you are going. If the call centre platform you are using does not give you the ability to work with APIs or real time data, you are heading down a road of having to accept whatever that call centre platform will give.
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