Top Customer Contact Industry Leaders Predict 2011
2011 will undoubtedly be a very hard year for the customer contact industry with tough economic conditions stretching resources. Call Centre Focus has just released its annual predictions for this year, with top industry leaders forecasting how the industry will evolve to meet the new challenges and demands of customers.
The predictions for this coming year highlight the need for providing a simple and flexible speech analytics product that can maximise the existing technologies already in place. Mats Rennstam from Bright UK Ltd believes 2011 is the year in which speech analytics will help customers to ‘start using their existing technology properly’. Whilst Lee Jones of Red Box Recorders proposes that customers are ‘being attracted by a simple system that is extremely flexible’. This is supported by Peter Fernando from ASC Telecom, he believes that customers are looking for ‘the ability to resolve seemingly intractable problems in one interaction’ using speech analytics technology.
Aurix’s Darren Standing believes Cloud Based reporting of speech analytics data is the solution to the industries problems. Aurix’s cloud-hosted applications offer reduced set-up, maintenance and implementation costs while providing access to revenue boosting business intelligence. The Cloud-hosted solution is less complex to use and can be readily modified to take data from an existing system.
