Has anyone seen anything interesting in the contact centre world?
The things that have been most interesting for me over the past 12 months
- The rise of Social Media (particularly Twitter)
- Duvet Days (now starting to take off)
- Speech analytics (although it can still be rather fiddly to use)
Anyone spotted anything else?
I get lots of people talking to me about Voice Biometrics for identifying callers, but I have not had a chance to use it in anger yet.
I suspect that it will be like lots of voice recognition technologies and not be very accurate.
I have mentioned it before, but yes we have it working successfuly for a client. I'm not allowed to say who though.
Its a popular subject but because people dont see it working in the mass market they are slow to take it up.
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