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The Vendor Experience: Why You Should Want More
Providing the best customer experience possible is at the top of every company’s priority list.
Brands know that customers want personalised, proactive service that validates their purchase decision. Customers want brand interaction to be seamless and easy, and brands know that they risk losing their competitive advantage if they fail to deliver.
With this pressure mounting, it is important to realise that you can – and should – lean on your vendors to provide you with the tools and services you need to both meet and exceed customer expectations. In the contact centre, it’s your job to respond to customer queries in a timely manner – and we believe that your contact centre systems providers should do the same for you.
If your vendor isn’t hosting user groups or soliciting your suggestions, it may be time to start shopping. This feedback should roll right up into innovation. Two-thirds of Calabrio product enhancements are a result of direct customer feedback.
The WFO space has been traditionally characterised by high-cost systems accompanied by poor service. If this isn’t a business model you would use for your own organisation, there is no reason you should accept this from your vendor. The best relationships are partnerships based on trust and commitment earned through actions, not just words.
Even when some vendor relationships don’t feel much like a partnership, many contact centres feel there is no means of escape because of complex upgrades or expensive contracts. If this describes your organisation, the best course of action may be to conduct a Total Cost of Ownership analysis to truly understand both the hard and soft costs of your vendor relationship. You might find that switching vendors, even mid-contract, may actually be more cost-effective in the long run – even if the upfront costs seem daunting.
The key is to gather the right information and insights needed to make the right decision for your organisation. That’s why we’ve created this TCO ebook. We like to think of it as a first step in showing our commitment to you so you can start asking the right questions and getting the answers you deserve.
At Calabrio, we believe our customers are our greatest assets. We truly want to earn your business each and every day, so by equipping you with this tool, we hope you’ll feel you can rely on us the way your customers rely on you.
Brad Snedeker is the Director of Customer Advocacy at Calabrio. With over 15 years in the industry, Brad has extensive knowledge of the contact center space. As Calabrio’s head of the Innovation Center, he works directly with users to teach and develop new and innovative techniques to implement customer engagement and WFO best practices.
