This is the final article in a series of four where I have been explaining the opportunities and value that can be achieved by exploring GigCX. In this article I will be exploring transparency – please look back at my previously published articles to see the entire series.
A long time ago in a galaxy far, far away… CX used to be simple. That’s right. If you can remember how CX looked a decade ago then you will be aware that it used to be much easier to manage interactions with customers.
Social media was only just coming onto the scene back then so the contact center was focused on voice calls and emails. In the years since then customer demand has made it necessary to also manage online chat, asynchronous messaging like Facebook Messenger and WhatsApp, and all the popular social channels – Twitter, Facebook, Instagram etc. If you are supporting customers in multiple languages then the complexity of all these channels is just multiplied.
The conventional wisdom for at least the past decade has been that managing CX is a specialist process. You can’t manage this in-house. You need to call in the experts. This has generally been correct, because as the channels and customer expectation on service levels have increased, it has become increasingly unacceptable to manage CX in a second-rate way. The contact center and BPO (business process outsourcing) companies have thrived because their expertise in managing customers truly was needed.
This is where GigCX is a game changer.
Not only can GigCX offer a virtual cloud-based contact center supporting the multiple communication channels you need, but by working with GigCX agents you can have a fully-staffed contact center directly under your own control.
That’s right. Everything the BPO does, such as running the contact center, finding the agents, training them, managing the channels, and then reporting the metrics can all be done with a virtual platform. Imagine the level of control and transparency you can achieve If you have direct control over which agents are answering calls, when they are required, and how you want them to interact with your customers.
Some CX managers I talk to are skeptical, but I like to remind them how difficult it was just 2-3 years ago to build a global video-conferencing capability inside the office. You had to get cameras and microphones installed in meeting rooms and specialist companies earned a healthy amount managing this. Now we all just use Zoom or WhatsApp for free.
We are facing the same level of development and innovation in CX. Cloud technologies are proven for services such as CRM and office automation. The Microsoft 365 business suite is entirely cloud-based and that’s what we all used to call Excel and Word – essential tools that every business needed.
Just imagine if you didn’t need to hire a BPO because you could build a contact center inside the cloud, set the rules and scope, set the required shifts and coverage, and then just let the agents start handling customer questions. You could watch it, control it, and change anything about the setup immediately without having to ask an account manager at another company for help.
It’s time to consider not only how you can take back control of your customer service processes, but how this will allow you to reduce cost at the same time as increasing the transparency of how your customer service operation actually works.
This is the final article in this series summarizing the opportunities for GigCX. Please click here to look at my previously published articles so you can follow the entire series.