When to Know Your Contact Center Needs a Tech Refresh

If your contact center technology is outdated, you might think the only issues are technical glitches that IT can fix. But there are other signs you need an upgrade, even if they’re not technical. These can include more customer complaints, longer wait times or slow processes.

So, what should you watch for? And how can businesses spot these signs? We spoke with Christian Baker, Chief Design Officer at Local Measure, to find out.

Non-Technical Red Flags

When a contact center seems outdated, here are some non-technical signs to look out for:

1. Customer-Facing Issues: Problems with customer experience are key indicators. If customers face long wait times, poor resolution on first contact, low satisfaction scores, or have to repeat themselves often, it might point to deeper issues. Baker notes that these problems often traced back to outdated systems and inefficient processes.
2. Multiple Systems: Relying on various systems for daily tasks is another red flag. Old systems often require using several different tools, which can be slow and cumbersome, leading to increased handling times.
3. Slow, Costly, or Difficult Processes: If your team often hears responses like “That’s impossible” or “It’ll cost $100,000 and take six months,” it’s a sign that your systems are outdated. For instance, updating an on-hold message should be quick, not a lengthy process.
4. Siloed Operations: Poor communication between the contact center and other departments indicates outdated technology. If your contact center struggles to work smoothly with marketing or PR teams, it’s a sign that an upgrade is needed.

Managing and Handling Incoming Calls

An efficient contact center not only relies on updated technology but also on effective call management. If your system isn’t set up to handle incoming calls based on the number dialed and doesn’t use an associated database of handling instructions, it can lead to inefficiencies. Modern systems should automatically route calls based on pre-set rules and instructions, ensuring that each call is directed to the right department or agent quickly and effectively.

How to Address These Issues

To upgrade your contact center technology, you can approach it in stages rather than one big leap. Local Measure suggests gradually migrating to new systems. For example, start by adding a chat option in key areas like booking or high-traffic points. This allows you to ease into the upgrade without disrupting your entire system.

Local Measure’s Engage platform offers a modern solution with full omnichannel support, easy configuration, and Gen AI features. It helps address these issues and ensures a smooth transition. Plus, it takes care of security and privacy, giving you one less thing to worry about.