Baseball and Contact Center Technology

It’s that time of year when baseball appears on our television again…Batter Up, Baseball season has begun!  But why are we talking about baseball? Well, the management of a sports team, any type of athletes on a team really, is not that different from the management of contact center agents. Remember the Oakland A’s—the major league baseball team that inspired the book and movie Moneyball? They integrated big data analytics into their team strategy and it changed the game as we know it. By leveraging available data, the team manager was able to assess specific players’ values and performances to assemble power-packed lineups for each game. The end result: one of the most influential strategies to hit professional baseball.

Back to contact centers… When contact center managers implement comprehensive data analysis solutions—such as a best-in-class software-as-a-service (SaaS) system—they can assess and evaluate their own “team players” with the same effectiveness as the Oakland A’s. Equipping contact centers with the tools they need is essential. The right technology can provide actionable data for the purpose of addressing universal internal problems as well as agent-specific issues. Migrating your contact center to the cloud could help you hit a home run.

Waterfield Technology knows that no two journeys are the same and migrating to a cloud solution is no different. However, we have found through many customer engagements that there are also many similarities that exist. We have taken those challenges and similarities and built our methodology to make the migration a smooth journey. Often customers grapple with the same questions time and time again—How do I create a plan to migrate my contact center to the cloud? What applications do I need to eliminate, enhance, or simply redo? Hasn’t technology changed enough by now that we can finally do some cool things with our customer service interfaces?

Baseball teams are warming up now, preparing for this week’s games.  Are your agents ready to hit ’em out of the ballpark? If not, now’s the time to deploy the right tools and Waterfield Technologies can help.

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