Contact Center Solutions Featured Article

Building the Contact Center for the 21st Century

January 30, 2012

Is your contact center ready for the twenty-first century? Are you certain? The pace at which contact center innovation has moved forward is so rapid that a contact center that was state-of-the-art just a few years ago might be hopelessly outdated today.

So what has changed?

A better question might be...what hasn't? From the most fundamental thing in the contact center – the phones – through the contact center platform your applications run on and how it's delivered, the integration of new media channels into the multichannel mix, the influence that your increasingly mobile customers are having on your business (are you meeting their demands), topped off with the need to capture “the voice of the customer” (and yes, this includes social media!) and correctly measure agent effectiveness, the contact center just isn't the same place it was a short time ago.

You may be confused. Who wouldn't, with all these changes coming at such a rapid pace? There is a dizzying array of choices when it comes to solutions and how they are delivered. And even if you manage to choose what's right for your contact center, how can you be sure they will work together? How to make sure your agents are making the best use of these technologies, and serving your customers in the best way possible...the way customers are demanding. Finally, what else new might be ahead for 2012 and beyond, and how can you be ready?

Regardless of how well you know the contact center industry and your own business, chances are good you have questions. On Tuesday, January 31, TMC will sponsor a special Web event entitled “2012: Key Contact Center Trends and Priorities for the Upcoming Year – How You Can Be Ready” dedicated to these topics. It will feature Forrester Research's principal analyst, Art Schoeller, and Interactive Intelligence's senior vice president, Joe Staples.

Together, along with a panel of guests including Don Van Doren, founder and president of Vanguard Communications, and Sheila McGee-Smith, founder of McGee-Smith Analytics, LLC, they will discuss these forward-thinking contact center topics to help you be ready to take the best advantage of the upcoming year and the contribution your contact center can make to the success of your business.

Interactive Intelligence is a Platinum sponsor of ITEXPO East 2012. To be held Jan. 31- Feb. 3 at the Miami Beach Convention Center in Miami, Fla., ITEXPO is the world’s premier IP communications event. Visit Interactive Intelligence in booth #606. Tim Passios, Director, Solutions Marketing at Interactive Intelligence, is speaking during “ It is time to UCaaS!”, “Size Doesn't Matter - leverage the Cloud to deliver enterprise-class technology within contact centers of all scopes and dimensions”, and “The Social Contact Center: Greater Customer Engagement.” For more information onITEXPO registration, click here.

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Tracey Schelmetic is a contributing editor for ContactCenterSolutions. To read more of Tracey's articles, please visit her columnist page.

Edited by Jennifer Russell