Executive Interview : Steve Woosey from Professional Planning Forum on 2013/2014
We caught up with Steve for our annual 1to1 update - a look back at the industry in 2013 and looking ahead to 2014
In your opinion, what has been the greatest challenge the contact center industry has faced in the last 12 months?
The greatest challenge the contact centre has faced in the last 12 month is the increased knowledge and demands of the customer. With simply queries being automated or self served, the queries coming into the contact centre are of a more complex nature and are also coming in across multiple channels with customers expecting consistent service across the piece.
Why do you believe has this been a challenge?
Delivering consistent service across multiple channels is difficult for many reasons. We are not sure yet how to measure quality across all platforms or how to understand the level of demand. Many organisations are dipping their toe into different channels yet in truth it will be the customer not the organisation that decides.
What technology do you believe will have the biggest impact on the industry over the next 12 months?
Analytics - No matter what form, the ability to analyse customer data if used correctly will lead to improved service, reduced costs and greater consistency. The technology alone will not deliver this, it will require suitable skills for the analyst population to deliver this benefit.
What developments are you planning to launch in 2014 and how will they benefit the industry?
In 2014 we will continue to develop our BSc in Customer Contact Planning and Management qualification with the University of Ulster, to include specific qualifications for those in Analytics roles, quality and customer experience role and Management Information roles, alongside the Planning teams.
Lastly, what do you think 2014 holds for the industry? (good or bad and where/how etc)
2014 promises to be a great year for the industry, there is a real sense of movement towards delivering excellent customer service. With confidence returning and investment in the right areas we could see the industry make a real step change.
Today's Tip of the Day - Expect Shrinkage
More Editorial From The Forum
About The Forum:
As champions of best practice and professional development in customer contact, The Forum are widely recognised as an innovative, inclusive and independent community of professionals who stimulate collaboration, continual learning and customer focus. Our team of independent experts offers advice and support, enabling members to make a tangible impact in their organisation and show how the capability of each support function is fundamental to the business, through specialist accreditation, qualifications and standards benchmarking. Our four communities of continuous improvement, sharing best practice and developing new approaches are: • Professional Planning Forum • Quality & Customer Experience Forum • Data, Analytics and Insight Forum • Customer Strategy & Leadership
Published: Thursday, February 13, 2014
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