Industry literature is full of call center “trends;” writers use the term to entice us. We all want to be in the know. We don’t want to be left behind. If we are to pursue “good” contact center trends that result in positive improvement, then we can’t focus on being “trendy,” running with the crowd chasing the latest fad. What is good for one contact center may not be good for another.
We should also be careful about being a “trendsetter.” A trendsetter initiates or popularizes a trend. My hope is that any vendor or “best practice” contact center initiating or popularizing a trend would keep the good of the whole in mind. After all, there is no “one size fits all” trend. Trends should come with disclaimers, “without serious consideration, this trend could cause harm.”
Remember, just as fashion trends come, go, and recycle back (think miniskirts), call center trends often follow that same pattern. A good example is how companies started their calls centers with multiple sites, then for technology and cost reasons went through a big consolidation phase only to move back to a more distributed configuration (for the same cost and technology reasons).
As an observer and implementer of contact center trends, be vigilant as you evaluate them. Will this trend be good for you? If so, how will you adapt it to fit the uniqueness of your organization?
When we talk about customer contact trends, what comes to mind? We’d not only enjoy hearing about the trends that most often capture your attention, but also what you think about them.
