What’s hot in the Contact Centre World


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.

Published On: 11th Dec 2013 - Last modified: 31st May 2017
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