Contact center roots

I constantly feel tension between the sophisticated needs of the contact center and the demand for simplicity from the rest of the business in this sector. It's easy to be pulled too far in either direction and leave a significant portion of the user base dissatisfied.

Today I got to spend time using the Alpha-release of our forthcoming software version. It really got me thinking about how much room there is for us to make easier the job of contact center management. Our industry has done much to capture and aggregate information but not nearly as much to identify singular instances of success or issues whenever that may be convenient. There are simple ways to build intelligence into our quality assurance products that will identify and serve up those contacts that require attention, be that based on specific factors or random selection for general oversight. Things like selecting live calls for monitoring because they are lengthy or from top customers and serving recordings for evaluation to meet sample rate requirements.

This seems poignant to me with staffs currently shrinking or stretched and knowing that a growth spurt is looming sometime relatively soon that will stretch us all even more.