Tom Goodmanson challenges the industry to think about the future of the contact centre and the value of analytics.
It’s no surprise that the contact centre industry continues to grow as organisations around the world realise the tremendous value that can be derived by better understanding the true voice of the customer.
There’s also widespread agreement that much of this value will come from enhanced technology, including analytics solutions that liberate data long-trapped in the server closet.
What is surprising, then, even somewhat disheartening, is that despite the widespread interest in advanced contact centre technology, adoption of solutions such as speech analytics is remarkably low – even more so when you consider call recording is ubiquitous.
All the data is there, but it sits idle. And while integrated WFO suites that bring in analytics are on the rise, their full potential has yet to be realised.
It’s an omni-channel world, yet recent market research shows far too many companies still rely on black-and-white Excel spreadsheets as the basis for data collection and analytics – even when they have highly trained analysts on the staff that could do so much more with the right tools.
Funding, staffing, existing ACDs, legacy software, integrations, multi-year contracts and decentralised operations… There are a myriad of reasons why change can be intimidating or challenging.
However, change doesn’t have to be scary, overwhelming or cost-prohibitive. The market is filled with innovators that break down each and every one of these barriers. Innovators that are eager to understand your business and have a real conversation with you. Innovators that place human interaction and simplicity over clunky, over-priced and over-engineered technology. Innovators that are at the ready to become true customer service partners.
Blue sky? Far from it. Innovation is there for the taking; the tools and technology exist today if you look in the right direction. And just know, while you’re thinking about how to get from point A to point B, your leading competition is on their way to point C: elevating actionable insights from the contact centre to the C-suite.
Change is constant, so start a new journey today. Start a new conversation. It’s time to move beyond the status quo; it’s time to challenge long-held technology perceptions in the contact centre and take the necessary steps to accelerate customer service and drive tangible business growth.
With thanks Tom Goodmanson, CEO at Calabrio
Author: Megan Jones
Published On: 6th Aug 2014 - Last modified: 18th Sep 2019
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