Headline Wrap-up: The Year in Contact Centers 2015 | Workforce Optimization Blog

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Headline Wrap-up: The Year in Contact Centers 2015

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In looking back over a number of stories covering the contact center industry in 2015, certain themes quickly emerge. Putting aside those not relevant to this blog, such as the opening of new facilities and the trend toward insourcing, we selected two that merit renewed attention, as they will certainly be influential on the industry in this coming year as well. 

Let’s start with the prediction that contact centers will be primarily digital within the next two years.

It’s not exactly a surprising trend, but one that emerged out of the gradual adoption and acceptance of other communication channels in response to customer preference. 

Many stories on this topic came with dire forecasts about the demise of the traditional call center, as more people turn to email, Web chat, social media and mobile app interactions to get their questions answered. Instead, such capabilities have been folded into the contact center environment, where agents trained in these disciplines offer the same service they did on the telephone. And while these channels continue to gain in popularity, there are also strong indications that telephone agents will still be necessary for many years to come. 

The other theme found throughout 2015 coverage is that of optimizing the customer experience, and indeed there is some crossover here with the multichannel approach. But another aspect of this is shortening the customer’s progression from point A to point B by finding out more quickly what that customer needs, and finding more efficient ways to provide it. 

That responsibility falls primarily on the insight and experience of the agent, but can be aided immeasurably by analytics solutions that make it easier to determine the best course of action. 

Typically deployed as part of a workforce optimization (WFO) solution, analytics has become a primary driver of performance and quality monitoring improvements. 

Such capabilities have long been limited to only the largest contact centers with the largest operations budgets. But the advent of cloud-based WFO software has brought these sophisticated solutions within the reach of small and midsized facilities. 

The Monet version of speech analytics and desktop analytics is part of our award-winning WFO Live product. Both new platforms deliver detailed, data-driven insight into daily call center operations and customer behavior, but without the significant investment that such benefits used to require.

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