There is a lot of talk about big data and metrics in all industries today, and the contact center world is no exception. An article in the April 2014 CRM Magazine highlighted one of the weaknesses of this new push for more data: “our view of data often doesn’t extend further than numbers.” In the article, “Data Versus Knowledge,” Denis Pombriant writes that the numbers we often think of as data are quantitative, which is only one type of data.
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Telecommuting used to be a novel concept in the workplace, with the option to work somewhere other than the office being a rare privilege. No longer the case today, remote call center agents are increasingly common in a variety of industries and the contact center is no exception. In the March 2014 Contact Center Pipeline issue, Scott Murphy discussed the topic in his article, “Overcoming the Challenges of Managing an At-Home Workforce.”
The article, “Big Data Prompts ‘Analytics Everywhere’ Solutions,” highlights the well-known challenge that much of the big data solutions target a small group of employees rather than the larger number of employees in business areas who can apply and use the metrics to change behavior.
Justin Robbins recently published an article ICMI, “Fine Tuning Your Contact Center Through the Use of Innovative Metrics.” In the article, Robbins first sums up what many of us already know: “metrics are everywhere,” with “more data than we know what do with and the mounting desire to throw our hands up in defeat.”
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.”
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.
In the November 2013 issue of Contact Center Pipeline, includes an article by Susan Hash titled “Using VOC to Drive Agent Performance.” The article provides a great connection between the trust I discussed in my previous two posts and the reality of today’s contact center.
When I recently came across a book titled I Love You More than My Dog, by Jeanne Bliss, I was intrigued. When I saw that the book was about customer service, I knew I had to read it. I haven’t finished reading yet, and haven’t had time to reflect on the big picture, but one passage has already made me stop and consider how companies today think about customer relationships.