Are you struggling with bad data in your CRM? Have you tapped into the wealth of information your contact centre interactions data holds?

We all know that the pandemic has accelerated digital transformation and that contact centres have followed suit, with 3 or 4 now using full or partial cloud solutions. Calabrio’s original research, State of the Contact Centre 2021, is based on a survey of 273 contact centre managers in 3 major global markets and in a variety of industries. 

Following on from my last article we are seeing a lot of data being displayed graphically, we can take some great ideas from these but we can also see examples of some of the common pitfalls we need to avoid.

Budgets don’t typically create excitement, more of a necessary evil, “we need to do it”, it is often a long drawn out, boring process which often feels like a making the numbers fit, which few people follow anyway. Tedius detail, wild estimates, ambitious sales targets and even more ambitious handle times and shrinkage percentages.

In the fact the only thing potentially more tedious, unnecessary and, drawn out would be a keynote on the very topic.

As organisations change their “Target Operating Models” post Covid, many are looking to challenge their current scheduling methodology (and advisor contracts) as they integrate some form of homeworking strategy into their business. 

Watch on-demand David Vernon’s presentation from The Forum’s National Conference - Enabling Flexible Working Practices.

Homeworking specialist Sensée is recruiting immediately for 200 new work-from-home roles.  

As we say farewell to 2020 there are plenty of positives to take from this year of change and challenges. Magnus Geverts at Calabrio sums up the lessons learned and reveals his top 3 predictions for 2021.  

Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres. Ed Creasey at Calabrio shares a forward-looking plan for the “new normal”.