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
Published On: 11th Dec 2013 - Last modified: 31st May 2017
Read more about - Call Centre Life, NetEasy
