As part of the Labor Day holiday celebration we thought we’d give you a slight jump on your review of the past week’s events relating to contact center solutions. I’d like to start with a pitch for two articles I contributed which are thought pieces on how we use language in marketing the industry.
In the first one, Customer Experience, Contact Center Solutions and the Move to 'Constant Personal Attention', I do a little trend spotting. In fact, I am seeking your help in socializing the term “Constant Personal Attention," which I believe is a great way to look at the future of customer interactions and what the next phase of contact center solution transformation may entail.
In the second, Thinking About How We Talk About the Customer Experience, my focus was on the fact that the industry needs to enhance the way it talks about “improving the customer experience,” because too often we overlook the importance of internal employees needs as being customers as well whom if not cared and fed properly cannot succeed in making interactions with external users compelling.
Interestingly, the news had some items about trends that are worthy of note:
While not precisely trends, two items pointing out the intrinsic value of contact centers to average citizens, particularly in times of emergency. As might be expected, even prior to the landfall of Hurricane Isaac, contact centers in the states with significant exposure on the Gulf of Mexico were being flooded (please excuse the pun) with calls on what to do to get ready for the storm. Assisting citizens was also the focus of an item on how SAP is tailoring what it calls “Citizen Contact Centers” for its government agency CRM customers —a large an influential market segment — to mimic the full functionality and experience they have with enterprises.
As with last week expansion was front and center this week.
There was also quite a bit of activity in terms of new solutions.
Finally on in the news came the announcement that the Interactive Intelligence Foundation is hosting its second annual dinner-auction gala in a bid to raise funds for charities that help improve the lives of at-risk youth. The primary mission of the Foundation is to use available resources and funding to foster life improvements for at-risk youth, and is representative of a number of initiatives at Interactive Intelligence that give back to the community. It demonstrates that companies can do well by doing good.
As always, if you have time this holiday, be sure to investigate everything the community has to offer, and check out the latest news on the community’s affiliated channels — Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology.
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