One of the main benefits of building great customer engagement experiences internally is the ability to deeply integrate the contact center solution within existing systems and processes. Then, iterate to stay ahead of changing customer expectations. Collaboration begins early in the development cycle by getting the right people into a room and whiteboarding ideas about how to engage customers differently from the competition, unhindered by technology limitations, and working within their existing set of enterprise applications. Design brainstorming will exclude technology considerations at first, and will only focus on creating ideal workflows for channels, routing, integrations, self-service, and agent interface design. I’ve seen the eyes of contact center operations personnel light up when their developer counterparts say, “Yeah, we can do that.”
After designing ideal workflows, then, and only then, will the build commence. Critically, the build does not become static ‘set-it-and-forget-it.’ Instead, companies are adopting continuous delivery models through constant iteration to stay ahead of changing customer expectations.
This iteration is made possible only through close collaboration between the business and operations types and developers. Contact center supervisors and managers share what’s working and what’s not with their engineering and development colleagues. And the collaboration doesn’t stop there. Agents can finally engage in the design and iteration process, as they have perhaps better perspectives on customers’ needs than anyone else in the company.