What to expect in 2010 or what are my primary concerns as a manager of a contact center operation?
In this blog I promote the concept of collaboration and innovation as the only way out of this crisis.
Embracing the concept of innovation, as an operational manager I generally think about technology – new and beneficial systems or applications that are introduced into our operating environment.
For many of my peers in the Dutch contact center industry it seems to be the only effective way to reduce their budget while improving the customer experience and service quality. So I assume that in this year we see many system enhancements find their way into Dutch contact centers, particularly emerging analytical solutions – speech and real-time analytics, customer experience analytics, desktop analytics and possibly even predictive analytics.
For the past ten years, the market has discussed the need for for technology and rigid process management.
In this decade contact centers leadership will transform into people motivators, exploiting and exploring the staff´s competences, capabilities and knowledge. Up to now I have seen little movement in this direction besides some noteworthy initiaves which often have varied in their commercial success.
The first step in this transition will be a change in annual goals, which will include assigning contact centers customer soft hr related. If my contact centers are successful in achieving these goals in 2010, there will be no going back, even after the economy recovers. To adapt to the massive structural changes in the contact center environment, contact centers will have to make major changes in fundamental aspects of their culture, including goals, responsibilities, staff, training, rewards and recognition, key performance indicators, people processes and hr/systems.
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