Steve HurstEngage Business Media Editorial Director Click to read more...
Charles Darwin, Evolution… And The Contact Centre
A perfect storm of new technologies and proliferation of customer communication channels is revolutionising consumer behaviour and in turn their expectations when interacting with contact centres. Charles Darwin, the father of evolutionary theory, would look at today’s contact centres and nod sagely. He would recognise that those contact centre operations that are changing to adapt quickly to the sheer pace of change in the customer environment will gain competitive advantage and those that don’t will suffer the consequences.
Conrad Simpson – Interactive Intelligence
On the 4th July 1891, Luther Cary ran the 100 metre sprint in 10.8 seconds, at the time this was believed to be impossible to improve. Over a century later Usain Bolt ran the same distance in 9.58 seconds, an improvement of over 11%. Today’s customer care centres have similarly evolved over 20 years or more in order to keep up with ever more increasing demands for great customer service from a more sophisticated customer audience. As the bar gets higher, keeping pace with technology and moving in line with your customers’ needs is getting ever more challenging. Never before has the phrase “the survival of the fittest” been more appropriate.
In this Webinar, Conrad Simpson from Interactive Intelligence will be answering these questions and more.
- How is technology going to help us keep the pace with customers as they demand that we do more with less resource in shorter timeframes?
- How and where do we prioritise our investment ?
- Is cloud the solution to all our problems ?