I live a couple of blocks from the ocean. I watch surfers and the surf throughout the year. A strong surf means few surfers, and those who brave the waves are pummeled by the white water. During times of normal surf, I can pick out the novice surfers; they have a tough time figuring out which wave to catch. They often end up trying most any wave. Expert surfers are picky. They are able to discern the productive wave because they have enough experience to know when they are going to have a good ride.
This analogy holds true when we surf contact center trends. We all have various reactions to trends. Some of us dive right in, only to find the white water or rip currents too much to handle. Others of us spend time honing our “surfing” skills and only paddle with the wave when we know that the force of the trend is going to take us in a positive direction.
Outsourcing, for example, can be an intimidating trend. However, if you are expert in selecting, partnering with, and managing outsource providers, then you are ready for the challenge. And you can even help your employees handle the outsourcing trend by increasing their skill levels, and positioning your center to take on more roles that are not easily outsourced.
How do you feel about trends? Are you afraid to face them, or exhilarated when you hear about something new? How do you prepare yourself and determine which trends are right for you? Let us know your reaction to some of the trends that have caught your attention, and how you intend to handle them.
