The more trends you track, the more you are able to put them into context, and the more wisdom you'll have when deciding which to adapt and implement.
As I listened to a vendor presentation the other day, the alphabet soup of acronyms caused me to think, “Huh? I don’t know what that means!” I quickly lost interest in the intent of the presentation. As I looked around the room, I saw similar “glazed over” expressions. Why weren’t we asking our questions? Did we think that everyone else in the room knew the answers and we would look stupid if we asked for clarification?
It taught me a lesson. Someone in the room had to step up and take the risk – ask the question. And, if the answer didn’t help, we had to keep asking.
Contact center trends are like that meeting. They can be full of special concepts, words, and acronyms. Heaven knows our industry makes up at least one new word a day. Therefore, if you don’t understand a trend, or if you feel even more confused after asking about it, don’t stop asking! I know people who, after making several attempts at understanding, give up. Some of them begin to believe they will never understand, and others are too embarrassed to keep asking. Don’t be like these folks, keep seeking. Ask “huh?” out loud. It’s not your fault that people can’t explain something in a way you can understand.
Your job as a contact center manager is to map out a viable path for your executive management team: spotting business opportunities and risks, identifying contextual changes (e.g., social, economic, technology), and steering your contact center and company towards its highest potential. An understanding of contact center trends provides valuable insights regarding how to do your job.
You may read about a trend and not really understand what people are so excited about, or you may not understand the trend at all. You may not know whether it applies to you. Be willing to seek help in understanding trends, and have perseverance. If you don’t truly understand a trend, then find a source that can help. Remember, www.ResponseDesign.com is here for you.