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Welcome to the February 2020 NACC In Queue newsletter!

Contact Center Orientation

Mark Pereira, Trainer/On-Site Supervisor, Briljent, LLC

MPThis month’s lead article/infographic is a submission from NACC member Mark Pereira, Trainer/On-Site Supervisor at Briljent LLC.  This is Mark’s original work.  We appreciate Mark’s support of this newsletter and encourage other NACC members to contribute their articles and stories to In Queue.  Mark can be reached at mpereira@briljent.com ~ Editor



Spotlight On Analytics

Paul Stockford, Research Director, NACC and Chief Analyst, Saddletree Research

The results of this year’s NACC/Saddletree Research survey of contact center professionals revealed that analytics is at the top of the heap of contact center technologies that have been funded for purchase in 2020.  Over 11 percent of respondents reported that they have funded analytics for purchase this year.  In real terms, that’s somewhere north of 8,300 contact centers that will be implementing analytics at some point in 2020.

I try not to miss a chance to continue learning about analytics and its role in the contact center and this past October one of those learning opportunities presented itself at Calabrio’s C3 customer conference in San Antonio.  If you are a reader of my monthly column in Contact Center Pipeline magazine, you may remember that this was the topic of my December 2019 column.  For those of you that didn’t see the column when it was published, you can find it here.  I hope you’ll take a moment to read it.

The backstory starts at Calabrio C3 in 2018, when Calabrio CEO Tom Goodmanson issued an analytics challenge to Calabrio customers in the form of a contest to showcase their best use of Calabrio analytics.  The winner of the contest would take home to his or her company a $50,000 first prize and second and third place contestants would take $25,000 each to their employers.

At Calabrio C3 2019 the winners of the contest were announced.  First place went to Radial, Inc., a bpost Group Company, and their use of analytics to not only optimize the customer experience in the highly competitive BPO market, but to also realize nearly six figures in immediate savings as a result of improvements in first call resolution (FCR).

Calabrio has just published an ebook entitled, 3 Award-Winning Analytics Success Stories, in which they detail the application of analytics in the contact centers of the three 2019 contest winners.  The book explains the role analytics played in each company’s customer-focused transformation and its impact on operational costs.

The ebook is available for download at no cost here

If you’re still evaluating analytics to better understand how it might impact your contact center, I highly recommend you download this ebook and and dig into the details of these analytics success stories.  It will be time well spent.


Voice In The Contact Center: Does It Still Matter? 

Paul Stockford, Research Director, NACC and Chief Analyst, Saddletree Research

With all the talk about, and concern for, the digitization of the contact center, the question of whether or not voice still matters in the customer service profession, or will still matter in the future, is often raised.  In this podcast, I discuss exactly that question with NICE Nexidia’s Abby Monaco.  I back up my argument with plenty of relevant data that readers of this newsletter will likely find interesting and possibly even useful as you discuss the future role of voice in your contact center.

I had a lot of fun recording this podcast and I hope you’ll experience that when you give it a listen.  Abby is a great podcast partner and has some pretty strong arguments of her own.  If you’ve got ten minutes, download this podcast here and see what you think.  Does voice in the contact center still matter?



In This Issue...
  • Contact Center Orientation
  • Spotlight On Analytics
  • Voice In The Contact Center
  • Call Center Comics


Pearls Of Wisdom

"The moments of happiness we enjoy take us by surprise. It is not that we seize them, but that they seize us."

~ Ashley Montagu


Reports From NACC

NACC has been burning the midnight oil and typing until our fingers are sore to bring out reports to our members. Each is listed below. If you are interested to see what we are writing about, click on the links
below and download the executive summary of each. If you like what you see, join the NACC so that you can view these reports and others that will be coming out soon on our website. These reports will ensure that you know the latest trends in the industry.

If you like this comic and would like to see more, write Ozzie at callcentercomics@yahoo.com.  The NACC appreciates Ozzie letting us use some of his comics in our newsletter.
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2020 National Association of Call Centers

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