Since the beginning of the year we’ve been hearing more buzz about gamification in the service center. While the buzz hasn’t yet reached the level surrounding “Social CRM,” it’s following some of the same patterns of confusion. Some in the industry claim that gamification will have agents delivering service through virtual worlds while others write about gamification in terms of [...]
For the past decade, the focus of CRM software vendors and implementers has been on increasing adoption for sales people and increasing efficiency for service workers. These are great goals but to a fault. Efficiency is critical in high volume contact centers but too much focus on efficiency can turn service center agents in automatons reading scripts, entering the [...]
Recently, I read a Huffington Post article that outlined 20 technology-driven trends that cover everything from the rapid growth of Big Data to social business and the gamification of training to visual communications. My first thought after reading this – wow, this list is long. Today’s IT landscape is filled with numerous technology trends [...]
