They say the more things change the more they stay the same. When it comes to contact center environments that rings true. Change is inevitable, of course. And what happens in and around contact centers is no exception to that rule. Traffic coming into the contact center varies based on an array of factors.
While meeting with Sean Minter of AmplifAI at ICMI's Contact Center Expo we explored the potential value that Artificial Intelligence could deliver to the frontline contact center supervisor's performance. But what AI could do is help your supervisors to more effectively and efficiently coach agents. Goodness knows the amount of data that can be used for agent performance management is absolutely overwhelming. Supervisors do not have the time to collect and interpret it all and then go coach. If the collection, discovery and action steps we're provided while taking removing simple training tasks out of their work burden, quality improvements could be wildly impacted, and their impact would be immensely improved.
The impact of cloud on contact center operations continues to grow, even as the industry is well into its second decade of leveraging cloud for everything from supporting home agents to reducing the costs of traditional infrastructure associated with large enterprise deployments. The cloud is now enabling new applications, including those based on Artificial Intelligence (AI), Natural Language Processing (NLP) and Machine Learning (ML). Global market intelligence firm International Data Corporation (IDC) predicts that by 2020, 67% of enterprise infrastructure and software spending will be for cloud-based offerings, including contact center migrations from legacy circuits, switches and expensive on-premise equipment. Moving to the cloud continues to change the game as more and more organizations benefit from a pure OPEX model (with little to no upfront costs required to move to a modern system) and enjoy the natural scale when call volumes increase or decrease seasonally. Securing is a second plus; whereas the world questioned the security of cloud solutions for many years, given new software and platforms being rolled out, cloud contact centers can be even more secure, and in compliance whether with the Payment Card Industry (PCI) Data Security Standard or HIPAA for health applications.
A major Houston-based energy company sold its San Antonio data center to a West Coast cloud computing giant in a deal that was filed during late October, one day after the company announced it signed up as a client for cloud services, public records show. Chevron USA Inc., a subsidiary of Chevron Corp., sold its 5200 Rogers Road data center to Microsoft Corp. on Oct. 31. It was appraised to be worth $80 million, according to the Bexar County Appraisal District. The value of the sale was not disclosed.
Whether you're a new restaurant just opening its doors, a call center with a new campaign, or a contact center that's just getting up-and-running, it can be difficult to know how many customers to expect. People are the linchpin of customer service. So you want to have enough people to serve up meals and customer care. But, on the other hand, you don't want to deplete your margins by having too many customer service folks on the job when traffic doesn't require it. Well, if you don't have a history, that makes forecasting demand a bigger challenge.