What industry employs people to tell other people what’s just happened right in front of them? No, I was not thinking of a NASA space walk or military command talking soldiers though a night-time assault. I am referring to the contact centre industry where untold man hours are spent reporting back on what has just happened. A recent report by Interactive Intelligence Inc seems to share my concerns that the industry is spending too much time and effort reporting and not enough acting.
Ok, here’s a test for you motorists. Imagine you are driving along when suddenly this sign lights up on your dashboard. Can you tell me what it means?
The contact centre business is losing its voice- literally. Over the next two years, digital interactions will replace voice calls as the main form of customer engagement, according to the latest research by Dimension Data. So what does this means for the contact centre world? Will the phones stop ringing with all staff redeployed as [...]
I was babbling on about speech analytics, when Gayle stopped me in my tracks. “I want less, not more.” I immediately shut up and blushed. But I soon realised she was not referring to my blarney, but the surfeit of data that proliferates in contact centres. Having spent most of my career fitting contact centres [...]