Contact Center Solutions Featured Article

What UK Contact Center Supervisors are Saying about their Role and Challenges

February 07, 2014

While admittedly very anecdotal, with the start of the New Year it seems instructive to see some of the responses popular UK-based callcenterhelper.com has gleaned from several polls over the last year.  Three are of interest and are food for thought. They are top of mind for contact center supervisors and/or indicative of trends now sweeping the sector globally. As importantly, they are not about technology per se, but rather about the role it can and should take regarding enhancing customer interactions and experiences, along with dealing with the critical asset, agents.

First, for those of us in the community who think semantics are important, especially as contact centers transform both technologically and in terms of their role in enterprises, you will find the answer to the question of a debate that has been raging for a while illuminating.  

Source (News - Alert): Call Centre Helper website reader poll    Votes: 430    Date: April 2012

It is actually heartening to see that “Contact Centre” (Contact Center for non-UK readers) is the preference.  In fact, for several years I have been an advocate of the industry adopting this description and not just because of my position as editor of the contact center solutions community. Let’s face it, customer interactions and customer experience management have gone way beyond mere calling and it time to drop the “call.”

The second poll, which also got a fair amount of traction, was about the changing nature of contact center supervision. While it took a long view of things, you have to like the overwhelming responses concerning managers seeing themselves as customer experience guardians. What a difference a few years makes!  Hopefully, this is reflective in increased wages for managers and those they supervise.

Source: Call Centre Helper website webinar poll    Sample size – 291    Date: September 2013

The last one in many ways is the most important and while the respondent pool is small it speaks to the real challenges facing supervisors.

Source: Call Centre and Contact Centre Community Linkedin group poll    Sample size – 31     Date: September 2013     

This one speaks to one trend in the contact center solutions community that has been a real challenge for years, i.e., attracting, motivating and keeping the right people. As contact centers continue to transform and become even more central to overall enterprise concentration on the customer experience, it is clear that things like multi-channel interactions, big data, etc., are going to mean a ratcheting up of the skill sets of the typical agent. This is only going to make hiring and training that much more difficult. 

It must also be noted that contact centers are not the only places where a shortage of skilled employees is a problem.  In almost every aspect of enterprise IT, hiring managers are fearful of what is already a talent shortage. In fact, Cisco (News - Alert) has estimated that in the mission-critical area of IT security alone we are already facing a 1 million person shortfall in the next few years.

What this points to is that enterprises, if they really are serious about upping their game in leveraging customer interactions into customer loyalty and permission to upsell, are going to have to spend more on people and their training.  If vendors are smart, they will be part of the solution and not let the pace of technologic change cause discontinuities that make them part of the problem. 




Edited by Cassandra Tucker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Xerox in Gartner's Leaders Quadrant for Third Straight Year on the Strength of its BPO Services

Gartner recently announced that as a result of its research and evaluation, Xerox's performance in business process outsourcing (BPO) had placed it in the Leaders Quadrant for that industry for 2014. It marks the third straight year that Xerox has received such recognition. [ Read More ]
04/15/2015

Evariant Delivers More Data Driven Solutions for the Healthcare Industry

With so much information at their disposal, service providers are offering solutions that make sense of all this data while combining different products and services to improve the overall operations of healthcare providers. The new release by Evariant looks to use big data and analytics to improve the experience of patients, physicians and employers with contact center solution for real-time engagement and mobile Physician Relationship Management app. [ Read More ]
04/13/2015

The FCC Hits AT&T With the Largest Privacy and Data Security Enforcement Action to Date

A breach that took place in AT&T call centers in Mexico, Colombia and the Philippines didn't make much news when it happened; but what brought it to light was the settlement the company made with the FCC. [ Read More ]
04/13/2015

Enghouse Interactive CRM Connecter 1.0 Certified for Integration with SAP

The big trend in customer experience management (CEM) is enabling customer care agents to have better real-time visibility of all aspects of the customer journey. In particular this means providing the valuable information that exists in customer relationship management systems and other databases where relevant information resides. [ Read More ]
04/10/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!