By: Kim Glennon, National Channel Director, Talkdesk
According to a Markets and Markets report, the contact center software market is valued at $30B and is expected to hit $75.5B by 2026. Clearly, the single biggest opportunity for channel partners now lies in helping customers capitalize on this growth through contact center modernization.
Today, end-customers demand that contact centers be equipped with:
- Quick response times.
- Highly personalized interactions.
- Exceptional customer service.
To meet these needs, business must shift to modernized tools through cloud contact center solutions. There’s budget available and businesses are willing and ready adopt new, modern contact center technology. Based on a recent survey by Accenture, 77% of CEOs surveyed said that improving CX was a priority and a budgeted project for them in 2022.
It’s critical that channel partners lead this charge by helping their customers navigate the complex evaluation process, ensuring that ideal vendors are being introduced to their customers.
So, how can partners start the conversation around contact center?
The contact center conversation may seem intimidating, at first. It is a complex sale that is influenced by numerous parties and requires involvement from several different departments. Things can quickly become overwhelming.
The key to navigating contact center discussions is to ensure you’re bringing the right people to the table. Vendors like Talkdesk are equipped to help partners identify opportunities and evaluate the potential match.
At Talkdesk, we see contact center opportunities being driven from a team member in Operations, with more than 80% of the budget coming from this department, as well. So, start there, initiate the conversation with the operations representative from a potential customer.
A great lead-in when having contact center conversations with potential customers is to introduce what’s trending in the market, and the common challenges that other contact centers are facing. And we can get you started! Over the last year, the top three challenges contact centers faced were:
- CHALLENGE 1: Reducing wait times. Ask the customer, “Do you have challenges with wait times, or initiatives to improve hold times this year?”
- CHALLENGE 2: Managing remote staff. Ask the customer, “How are you managing your remote workers?”
- CHALLENGE 3: Low customer satisfaction levels. Ask the customer, “What are your current customer satisfaction levels?”
Initiating a conversation around challenges can help you easily move into a natural conversation where you can propose a solution.
Looking for help? Talkdesk leverages a team of industry experts—focused on CX Strategy to curate business cases tailored to the specific contact center transformation needs and desired business outcomes.
Available as a free resource for Talkdesk partners to leverage in customer opportunities, the Talkdesk CX Strategy team can increase the closed deals ratio by 2. In addition, this free e-book can bring you up to speed on the future of contact center and the impact AI will have on this technology.