As we head into 2020, data is becoming more crucial for successfully running a call center than ever.
In the past, the efficiency of a call center hinged on management’s ability to identify flaws in their processes and opportunities to improve the running of the center.
In the coming year, we expect to see AI take on more of these responsibilities in the contact center: Handling routine tasks, routing inquiries to the best place, and suggesting areas for improvement.
But, which areas are we to measure?
It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. A new pricing model, based on pure consumption, seems to be emerging. A new privacy regulation (GDPR) has multiple impacts on call centers that operate in, or provide service to, Europe. In short, there’s a lot going on!
We live in a world filled with numbers. From our personal lives to our professional habitats, metrics always tend to find their way in. Our understanding of which metrics are the most relevant, and the most up-to-date, is where we typically stumble. It’s no different in the contact center space, in fact, it’s amplified. This world lives by benchmarks and call center professionals are always seeking to find the latest numbers to follow.
So, you want to be a call center manager? Maybe you’ve worked in the customer service industry for years and you’re finally ready to take the next step, or perhaps it’s what you’ve always aspired to do. Regardless, there are a few mission critical things you should know before taking on this huge responsibility. The job of a contact center manager is no cake walk, and the role has changed dramatically over the last few years. That’s why we’ve compiled a list of important questions that will test your wits about running a contact center. Wait…don’t run away, we won’t tell anyone your test results! This is simply a great way for you to determine how much prep work needs to be done before entering your new role. If you score well, give yourself a pat on the back – it’s probably a good indication you’re ready to take the leap. If not, don’t give up; see these results as a way to improve upon your knowledge and skills. Heck, we bet even the most experienced call center managers will get stumped.![[Webinar] 4 Call Center Tips for Managing Spikes in Call Volume](https://fonolo.com/wp-content/uploads/2016/10/Webinar-4-Call-Center-Tips-for-Managing-Spikes-in-Call-Volume.jpg "[Webinar] 4 Call Center Tips for Managing Spikes in Call Volume")
