Editor's Choice - Featured Article

January 16, 2014

Contact Center Trends and Priorities 2014 - Knowledge is Power


There is little doubt that “actionable insights” have become all the rage. After all, these two words have become the mantra of the big data industry.  That said, it is not just correlating computer-generated data that can provide members of the contact center solutions community views you can use. Hearing first-hand from recognized industry experts is also invaluable.

In this regard, I can’t think of a better way to start off the New Year than listening to and interacting with recognized industry experts. The good news is on January 28 at 11:30 a.m. ET, you will have an opportunity to do just that.  The better news is that the event, a webinar sponsored by Interactive Intelligence (News - Alert) entitled “Key 2014 Contact Center Trends and Priorities: How You Can Be Ready,” is free.

Today would be a great time to save a spot for this popular event, which has already attracted more than 1,400 registrants. The 75-minute webcast will address the latest contact center technology trends driving an improved customer experience, and provide those “actionable insights” from industry experts:

  • Forrester (News - Alert) Research principal analyst Art Schoeller
  • McGee-Smith Analytics founder Sheila McGee-Smith
  • Vanguard Communications founder and president Don Van Doren
  • Interactive Intelligence chief marketing officer Joe Staples (News - Alert)

 “We designed this webcast to help contact center directors and those responsible for the customer experience navigate the ever-changing technology landscape, which today includes important trends such as the proliferation of the cloud, omni-channel communications, and analytics,” Staples said. “By giving practical advice for evaluating these technologies, participants can walk away with a plan to help their business deliver the best customer experience possible.”

To say that the contact center community is in the midst of dynamic transformation would be a gross understatement.   Whether it is the rapid pace of technology innovation that covers the areas cited by Joe Staples and such things as mobility, speech analytics, customer interaction applications, improved supervisor tools, or the increased centrality of contact centers as part of a holistic approach to enterprise C-levels making improving all aspects of improving the customer experience a top priority, this is a rare chance to listen, learn and interact.

In fact, the centrality of contact centers in enhancing customer engagement has never been more relevant to creating sustainable competitive advantage and protecting brand reputation. It is why contact centers are rapidly becoming hubs where Big Data can be used directly, efficiently and effectively.  2014 is going to in many ways be a watershed year for contact centers. A big challenge will be knowing if your organization is ready to capitalize on the opportunities that await and make dynamic change a friend rather than something to fear.  Knowledge really is power, and the webinar is a terrific way to obtain the knowledge you need to chart the best course to follow.




Edited by Alisen Downey


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