Expert Insights

What’s hot in the Contact Centre World

Published On: 11th Dec 2013 10:29 - Modified: 24th Feb 2025

Jonty Pearce sums up what’s been hot (and not) in the world of contact centres.

What’s Hot

Web Chat
NetPromoter
Customer Effort
Emotional Intelligence
Speech Analytics
Social Customer Service
Flexible shifts
Multi-skilling
Web self-service

What’s Not

Slow IT systems (we really ought to do something about this)
Average Handling Time as an agent metric
Under-staffing
Email response times over 1 hour
Scheduling by Excel
Answer Machine Detection
IVR
Outbound Telesales

What’s Next

Video Chat/ Skype in the contact centre
NetEasy
Removing commission-based incentives
Outcome-based metrics
Multichannel technology
Home Working
Web RTC
Automatically feeding answers into FAQs on the website
Merging Marketing and Customer Service

Is our list a hit or a miss? Have we missed anything?

Please leave your comments below.

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

Connect with Megan on LinkedIn

What’s hot in the Contact Centre World

What’s Hot

What’s Not

What’s Next

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