
What makes a contact center truly successful? It’s not just the latest tech or flashy strategies. We also must focus on a good foundation. Getting the basics can make all the difference.
At CBA, we have over 18 years of experience collaborating with Contact Centers and customer service teams. What have we found, in that time, that can help you to create success? Here are 10 ways to build a firm foundation and create success as a Contact Center.
1. Set a Clear Customer-Centric Vision
Success starts with a shared purpose. And what is the purpose of a Contact Center? To help customers. If we look after our customers well, it can lead to loyalty and a good reputation. It’s a win-win. So, let’s make sure everyone on the team knows the vision, and shares it.
What are the steps to set a clear customer-centric vision?
- Define your mission: What does great service mean for your contact center? At CBA, we focus on hospitality. But find the vision that matters to you and aligns with your customer’s needs.
- Communicate it clearly: Share this vision during onboarding, training, and team meetings.
- Lead by example: It starts with management. Show that you believe in and share this vision by how you act and the decisions you make for the team and company.
When each agent, supervisor, and manager works towards the same goal, it creates success. No doubt you’ve seen what happens when this doesn’t take place. I certainly have. So, let’s set a strong vision, get everyone onboard, and set the example ourselves. It’s the foundation for everything else.
2. Empower and Engage Your Agents
Your agents are the heart of your contact center. When they feel supported and valued, they will perform at their best. So, a second way to create success in a customer service team is to focus on empowering agents.
How can we do this?
- Provide the best training: Equip them with the skills and knowledge they need to succeed. Don’t skimp on training; it’ll only lead to struggle later. And always be alert to upskill your agents.
- Offer the right tools: Make their jobs easier with technology that simplifies workflows. Things like noise cancellation software, knowledge management tools, and an easy-to-use CRM can make all the difference.
- Build a positive culture: Recognize achievements, encourage teamwork, and prioritize employee well-being. When each agent feels secure, they’ll do their best, creating success for the company.
Try success in customer service always starts and ends with the people who drive it, our agents. So, let’s do our best to put them in a position to succeed.

3. Lead Effectively
Our team will follow where we lead. While agents are the backbone of a team, they are often only as effective as their leader. As leaders, we need to ask ourselves: Am I supportive? Am I approachable? Do I communicate clearly? Do I make balanced and well thought out decisions? Do I stay calm under pressure? Am I patient?
How can we improve?
- Be present: Stay involved and accessible to your team. Listen well when each agent speaks.
- Lead with empathy: We need to put ourselves in our agents’ shoes. And then act with understanding.
- Communicate well: Make sure each agent knows what to do, what is expected, and how they are doing in their work. Be clear and honest, but also kind and tactful.
- Encourage growth: Help agents develop their skills and plan their career paths. Put each one in the right place to succeed and grow.
A good leader builds trust and a sense of purpose within the team. So let’s take a look in the mirror and see how we can keep improving, both in soft skills, and as leaders. That’s one of the best things we can do to build success for our teams.
4. Use the Right Technology and Integrate it Seamlessly
Technology should make life easier—not harder. The decisions we make on what to use, and the way we integrate these tools, can lead to either success or failure.
What does it take for us to succeed here?
- Choose wisely: Consider your specific needs. Look for tools that add simplicity and automation, not ones that add steps or make things complex. Examine the total cost of ownership. And don’t forget to talk to your agents.
- Prioritize usability: Even the most wonderful and cost-effective tool in the world is wasted if it is hard to use. Look for software or systems that are intuitive and easy for agents to learn.
- Connect systems: Don’t run everything separately. Make sure your CRM is tied into your Contact Center system. And connect all of your channels into the same tool to keep everything seamless.
Tip: If you need help making a good decision, and integrating the right tool, a systems integrator may be just what you need. At CBA, we’d be pleased to assist you in your technology journey.
5. Focus on First Contact Resolution (FCR)
lasting success in customer service.
Here’s how to focus on improving first contact resolution:
- Train agents: Equip them with the knowledge and authority them to solve problems on the spot.
- Provide resources: Ensure agents have access to information and tools to handle a wide range of issues.
- Analyze trends: Identify common reasons for repeat contacts and address root causes. Customer intent recognition tools can help with this.
- Empower collaboration: Encourage agents to seek help from teammates or specialists when needed.
When customers don’t have to follow up it can make a real difference, both for them and for your business.

6. Build a Robust Knowledge Base
No agent can remember all the details, all the time. The next best thing is to offer a way to look up almost any question quickly and easily. So, work to build a knowledge base that is well organized and complete. It will reduce frustration and save time.
What are the steps to having a robust knowledge base?
- Keep it updated: Nothing sinks customer service like stale knowledge, that isn’t correct anymore. Invest the time and effort to keep your knowledge up to date.
- Make it accessible: Make sure agents can easily search for information during a conversation. A tool such as GIDR.ai can really help, by giving a way to ask questions and get answers from unstructured knowledge.
- Include customers: Offer a self-service portal where customers can find answers on their own.
Nothing inspires confidence like knowing the right answer, at the right time. And that’s what a robust knowledge base can give your agents.
7. Offer Omnichannel Support
Customers want to connect with you on their terms—whether it’s through phone, chat, email, video, or social media. Offering consistent support across multiple channels is key.
What’s the way to go about this?
- Be where your customers are: Identify the channels your audience prefers. Then prioritize those.
- Be consistent: Provide the same level of service across all channels.
- Use unified systems: Choose omnichannel systems like Bright Pattern, LivePerson, or Live Assist for Dynamics 365, so agents can view all channels and conversations in one place.
When customers can easily reach you in their preferred way, their experience feels effortless—and that keeps them coming back.
8. Collaborate Across Departments
Teamwork is a real key to creating success in any business. How much more so in the contact center, where the customer service team relies on work down by other departments. That’s why it’s so critical to build real collaboration, share knowledge, and help each other out.
What are the key ways to break down silos between departments?
- Share information: Make sure the customer service team has access to relevant data from the sales, marketing, and product teams. And vice versa.
- Work together on solutions: Involve members of various departments in the problem-solving process. It will lead to better results and more reliable fixes.
- Hold regular meetings: Hold cross-departmental meetings to discuss trends, feedback, and ways to improve service. A little understanding of what others are facing also goes a long way.
- Set a unified goal: Align all teams around the same customer-focused objectives.
If the whole company, across all departments, can work well together, it can really create true success. Teamwork is such an important part of customer service. But it often needs a little push from leadership to help it get started and to keep it going.

9. Use AI and Automation
If it seems like this is all everyone talks about these days, it’s because this trend in customer service has a real chance to change everything. Of course, while AI can help build customer loyalty and improve experience, it must be implemented in a thoughtful way. It’s not about replacing people—it’s about making their work more efficient.
How can it be used in an ethical way?
- Automate routine tasks: Use chatbots or other automation to handle simple or routine inquiries.
- Leverage AI for insights: Use AI tools to analyze customer data and provide agents with real-time recommendations.
- Focus on complex issues: Let agents handle the higher-value or more difficult tasks while automation handles the rest.
When used effectively, AI and automation can save time and create a better experience for both agents and customers.
10. Focus on Security
Protecting customer data and ensuring compliance with regulations is essential. So, while the other ways I’ve listed can create success by building a better and more efficient team, with improved tools, this one is about reducing risk and preventing problems down the road.
Here’s how to keep security to the forefront in a contact center:
- Follow industry standards: Stay up to date with regulations like GDPR, CCPA, or PCI DSS.
- Secure customer data: Use encryption, secure networks, and strong access controls to protect sensitive information.
- Train agents on security: Make sure agents understand the importance of privacy and how to handle data securely.
Compliance and security are legal requirements. However, they are also essential for keeping customer trust and building long-term relationships. So don’t forget about these. They are a real way to create sustained and lasting success.
Conclusion
Building a successful contact center takes time, effort, and a focus on the fundamentals. While technology and trends are important, it’s the small, consistent actions that make the biggest difference.
These 10 ways we’ve discussed will help you create a foundation that creates long-term success. Keep your focus on what matters most and set a good example as a leader. Use the right technology, strive to resolve problems on first contact, build a reliable knowledge base, offer omnichannel support, and use AI and automation. But in all you do, don’t forget security and collaboration. I’m confident your efforts will pay off.
Ready to Transform Your Contact Center?
At CBA, we’re here to help you choose and implement the right technology solutions to help you create success. We can support you every step of the way in creating a more efficient and customer-focused contact center. Contact us today for a free consultation.