With the holiday season approaching, the Contact Center Solutions Community was filled this week with interesting insights and advice along with some interest developments.
Let’s get started on the advice and insights sides of things. Items of note included:
In the first, while a case study that is vendor specific (in this instance Oracle), the steps taken by major U.S. retailer Kohl’s to totally transform its back office and customer facing capabilities to assure a differentiated and basically seamless customer experience whether online or in-store. While the second article, is a rant about how my experience being charged for speaking to a contact center agent by a major airline because I needed to do something that could not be done online and got charged $25 per ticket for the privilege is scary trend this Halloween.
In addition, there are two other events in the U.S. where contact centers are critical but are not exactly shopping holidays. The one next week is Election Day where predictive dialers are a mainstay of get out the vote efforts. This will be followed on November 15 with the start of the open enrollment period for “Obamacare” which should provide an interesting stress test for all involved in helping people enroll.
On the business side of the business there were the following developments:
Two other items are of note this week. In light of the global scare as a result of the Ebola contagion, contact centers are in many ways emerging a “life lines” and many places including the State of California in the U.S. are establishing Ebola hotlines for people to obtain timely information.
Finally, and again as it relates to health, one of the big trends in healthcare is the ability to use modern communications and computing technologies across a broad scope of patient care needs to provide more personalized experiences. In fact, you are invited to participate in the forthcoming webinar, “Improve Patient Engagement and Profitability: Embrace Consumerism and New Technology,” sponsored by Contact Center Solutions Community host, Interactive Intelligence to be held Tuesday, November 11th 2014, 11:30AM EST / 16:30 GMT.
Weekend Reading
If you are so inclined, you can use your spare time you have this weekend to catch up on industry news and trends by using the community home page as your navigation tool to constantly up-dated industry news, eBooks, whitepapers, videos, insights and interesting demos.
Plus, visit our affiliated channels — Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology —which contain news and insights on specific areas of interest.
And, in case you missed them you can still access the archived version of the webinar, How Moving Your Contact Center to the Cloud Eliminates Risk: A New Way of Evaluating Cloud TCO, and the webinar Creating Effortless Customer Engagement.