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

Interactive Intelligence's Ninth Consecutive Year of Happy Employees

Interactive Intelligence managed to land in position 14 on Indiana's 2015 Best Places to Work list, taking its slot in the "major companies" category. [ Read More ]
05/27/2015

Golden Gate BPO Solutions Partners with NETCAST BPO Services

When it comes to business process outsourcing (BPO) while many parts of the world are gaining traction as places to locate facilities, India and the Philippines because of their large English-speaking talent pools remain the dominant BPO places to operate. This is particularly true for companies whose majority of customers require support in English. [ Read More ]
05/21/2015

AMC Technology Contact Canvas Integrates Contact Center Apps to Microsoft Dynamics CRM

In recognition of the value-added of CRM integration with contact center capabilities, enterprise and contact center application integration software specialists AMC Technology has announced it has telephony enabled Microsoft CRM 2013 and 2015 through its Contact Canvas platform. The AMC platform allows customers to integrate business apps and communications across the enterprise, from contact center agents to knowledge workers and mobile staff. [ Read More ]
05/21/2015

Lazy Dog Restaurants Partners with RRT On Takeout Management Solution

When it comes to the business world, customer satisfaction is the real currency that keeps a company going. This is true whether talking about a retail or restaurant or a call center. Lazy Dog Restaurant and Bar just announced it is taking the next step in increasing its customer service approach thanks to an agreement with Restaurant Revolution Technologies. The agreement will allow Lazy Dog to implement an innovative takeout order management solution that is going to be supported by the compan… [ Read More ]
05/12/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!