I previously posted about contract center trends that we might expect to see in 2014. In the January 2014 issue of The Real-Time Contact Center Newsletter, Donna Fluss takes a slightly different approach to anticipated trends, stating them in terms of goals for the upcoming year. In the article, “Enterprise Servicing Goals for 2014,” Fluss writes that “many of the goals are similar to those in prior years, however, the priorities have changed, and there are new ‘twists’ that are being enabled by a more open, creative and flexible view of the role of contact centers.”
Blog Archive: January 2014
It’s January, so it’s time to start fresh and think ahead to what the new year might bring. What can we expect to see, hear, and learn more about in the contact center field over the next 12 months?
With the ever expanding amount of contact center data, it can be frustrating to manage contact center reporting. As Brian Hinton writes in “Contact Center Reporting,” from the December issue of Contact Center Pipeline, the variety of data requests and the number of applications that house that data “drive the need to export the data into a warehouse or spreadsheets to meet business needs.” Often, this leads to multiple problems including “data distrust
Can it be possible to make big data fun for both supervisors and front line agents? Klie argues in the affirmative in his January 2014 article in Contact Center Pipeline, “Gamification Comes to the Contact Center.” As is likely obvious to our readers, a singular intense focus on contact center metrics can lead to employee burnout and a lack of motivation; disengaged employees in a contact center can then develop into a multitude of additional challenges including reduced customer satisfaction.