It has been widely reported that due to many of the unfortunate occurrences in the world around us, the contact center arena has become an even more secure job market. People who are concerned about the happenings around them will gravitate to the contact center to ask questions in various forms of communications, and contact centers need to be prepared.
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Peak Motivation I hope everyone had a great summer, and perhaps had a chance to watch some of the summer Olympics. I don’t watch a lot of sports, but I found this event very uplifting. Seeing the determination, dedication, skill development and motivation of the athletes --- not just Michael Phelps, who was called Mr. Motivation and was just awesome with his eight gold medals, but everyone --- was so inspiring that I wished I could somehow bottle it up for everyone in the contact center industry to pass around and share with one another. Wouldn’t that be great? Unfortunately, I couldn’t pull that off, but we did put together a terrific issue that will inspire you to capture that goal of excellence in your contact center.
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Hopefully everyone in the contact center industry will incorporate lessons learned from Tim Russert concerning how he drew people to him and the qualities he exuded – these should be emulated in the contact center. We can all learn from the fantastic line-up of editorial presented in this issue. Here’s a bit of a “teaser” as to what you can find in this issue: In Feature Focus, we delve into the world of data security – an absolute must in the contact center space. In Special Report, performance optimization takes center stage. Shifting gears a bit, Technology fills us in on the importance of emotion detection, while Human Capital talks about training and eLearning solutions. Expert Advice also brings to light innovative training ideas.
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What do you think about the importance of coaching your team? Do you see any results? There is an overriding theme in this issue on the topic of coaching, and training as well. There are many new ideas and technologies today that accommodate coaching and training, so I hope you enjoy absorbing all of the knowledge imparted here and put it to good use.
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“Nostalgia is a seductive liar.” ~George W. Ball~ Now that it’s Spring, it’s a good time to think about all of the fantastic ways you can stay current in your contact centers, take advantage of the smiles on employees’ faces, that may have been missing during the winter doldrums (a smile is priceless when it comes to helping customers), and get a leg up on ideas and ways to make improvements for the future. We have great solutions in this issue to help you do just that.
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Ours is one of the most “people-centric” industries anywhere. So, when it comes to technology, the key is the recognition that technology enhances and elevates the function, but does not define it. I cannot tell you how many times I have been delighted to listen to the creator of the new contact center offering exude overwhelming enthusiasm over the many ways the new offering will ultimately benefit the people it was designed to help. They “get it...
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