Recently, a vice president of a financial institution said to me, “(Our company) looks at the contact center as a mirror image of the rest of the organization - virtually everything that goes on in the rest of the organization, in some way, shape, or form can be tracked to an interaction that we have in the call center.”
He went on to say, “So, whether a department manages a product, manages clients, or deals with finances or marketing, there is some representation of what goes on in those worlds going on in the call center each day. It could happen on any call. Each day the call center engages in interactions that are examples of that mirror. Not only do we have to run the business of the call center, but also we have to provide more and more information to the internal stakeholders wanting to know the call center's insights on their customer strategies.”
I’ve never heard a manager express the value of his contact center better. Our centers are mirror images of the rest of the enterprise; we reflect the organization. By working through the interactions and reporting on what we have discovered, we are a source of wisdom for our sister departments.
How does your contact center reflect enterprise strategies? What intelligence are you delivering to your partners in other departments? How are you delivering it? This is an exciting time for us, it’s important that we all learn from each other.
