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 email@example.com
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
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.
In The Contact Center: Does It Still Matter?
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...
In The Contact Center
"The moments of
happiness we enjoy take us by surprise. It is not that we seize them,
but that they seize us."
~ Ashley Montagu
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.