"Show Me The Data!" Contact Center Trends for 2014

Posted: 01/16/2014 - 00:00 | Inova Solutions

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?

Multi-channel – As customers continue to become savvier with the available communication channels, contact centers will be expected to effectively and efficiently manage multiple channels of communication.  This will continue to change the landscape of the call center with the addition of even more data potential through each communication channel.

Big Data – In May 2013, Science Daily reported that 905 of the world’s data was generated in the two previous years.   As far back as 2010, The Economist wrote that “the world contains an unimaginably vast amount of digital information which is getting ever vaster ever more rapidly.”  Certainly, the tools available in call centers today allow us to collect a wide variety of data points to measure any number of outcomes in an  attempt to assess KPIs in relationship with other metrics.

Real-Time – Data has become readily available in real-time format, allowing managers to make quick decisions that can improve performance.  As we continue to look at data collection opportunities, we must also seek to find ways to streamline the process so that the critical information rises to the top and is readily available and visible.  Consider putting procedures in place to handle typical outcomes for best long term performance. 

Analytics – With the unquestionable growth of available information, conversations must lead to find ways to answer questions regarding how to best analyze the data.  Part of the discussion regarding analytics needs to include quality versus quantity; some of the harder to measure data points and information can provide critical information about the customer experience.  The talk can’t stop with just analysis, however; we must also discuss how to extract key data points that will then drive decisions to ultimately improve performance and meet goals.

The Cloud – It seems that everyone is moving into the cloud, and that includes contact centers!  Companies are housing more data in cloud repositories and using the cloud to leverage a variety of other tools and resources.  Using the cloud allows for increased security, more flexibility, better integration, and ease of innovation.

2014 is likely to bring exciting continued evolution to the way contact centers operate on a daily basis!

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