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.