5 Considerations When Choosing a Tech Stack for Your Contact Centre

Viki Patten at evaluagent explains some key considerations to look out for when choosing a technical stack for your contact centre.

We’ve seen it before. You’re tired of being bounced from pillar to post with different platforms that all do different things. You’re eyeing up that shiny all-in-one solution because wouldn’t it just be oh-so-easy compared to what you’ve got now?

But what if we told you that you don’t need an all-in-one, bolted-on platform to be able to achieve your dreams of a seamless, easy-to-use platform?

Beautifully integrated, best-in-category platforms give you the best of both worlds. Systems that play nice together, with all the sophistication you’d expect from niche experts.

Still need convincing? Here are some key takeaways from our recent webinar all about this subject from our brilliant panellists.

1. Success Comes From Clarity

A budget for a renewed tech stack doesn’t come around often, so it’s easy to get overexcited. Still, before you do anything, make sure you know exactly what your team and customers need now, along with your best educated guess at what you’ll need in a couple of years’ time.

Do some internal discovery. Document your findings. Share them around. Does your QA team have anything to add? What about procurement?

Does the C-Suite agree? The last thing you want is to spend that precious budget on something that works for one team but not at all for another.

Principal CX Consultant Brad Herrington summed this up nicely: “A lot of contact centre managers get blinded by the feature list, as opposed to the functionality they actually need… the reality is, you should focus on ‘What is the customer need?’, and ‘What is the departmental need?’.”

2. A Bad Decision Can Cost You More Than Money

Changing up your tech stack isn’t just a big cost undertaking, it can be a huge project in and of itself. For that reason, you need to be mindful you’re doing it for the right reasons, and you have the right resource in place to support such a project.

If you haven’t got team buy-in, people aren’t excited about the prospect of a tech stack that really works for them, or you’re lacking implementation support from your chosen provider, you’ve probably taken a wrong turn.

“There is a teammate experience cost. If you think it’s okay to blend all these things together in all-in-ones, but a third of your team quits from the stress of the project… was it really worth the margin you thought you were saving?” says Bobbly Stapleton of Intercom.

3. Choose a Partner, Not Just a Provider

“With best-in-class solutions they’re able to make it work for you and are motivated to do that. I don’t see that from the all-in-ones. They’re not as motivated to set you up for success,” says Jeremy Eckman of Assembled.

It’s a good point, well made. Best-in-category solutions don’t want to onboard just anyone. They work hard to expertly build solutions that don’t just provide what the customer needs, but also great aftercare and support are built-in to their packages to really drive success.

4. Specificity Helps Achieve Solid Outcomes

“Our tool does a lot of things, but there’s a lot of things we shouldn’t do, which is why we have an app store with companies. It’s about knowing your lane and giving teams better outcomes,” says Bobby Stapleton of Intercom.

There’s a lot of value in working with experts that know their niche inside out. They’ve spent time honing their software to absolutely deliver against the challenges you’re facing now, and the ones you’ll face in the future.

James Marscheider of evaluagent builds on this: “Best-in-category solutions are designed to solve specific problems.”

And after all, why would you not want to work with the very best tools?

This blog post has been re-published by kind permission of EvaluAgent – View the Original Article

For more information about EvaluAgent - visit the EvaluAgent Website

About EvaluAgent

EvaluAgent provide software and services that help contact centres engage and motivate their staff to deliver great customer experiences.

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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: EvaluAgent
Reviewed by: Megan Jones