Surrounded by ever more powerful technologies, we are clearly living in the era of big data collection and analysis.
2017…yes, we made it!
First some good news: call centers aren’t going away this year (well, not exactly – but more on that later). And while call centers are expected to see an uptick in staffing in 2017 (did you know that 4% of working Americans – about 5 million – already work in a call center?) they are also in the midst of wide-ranging change.
Some noteworthy articles around the industry caught my attention, and I thought I’d share some of them.
Using Customer Data is Effective, But Respect Privacy
A few weeks ago, I read an interesting piece on ‘crossing the creepy line’ published back in 2013 on PACE’s blog (‘Using Context to Avoid Creepy’). The article got me thinking about the fine line between ‘creepy’ and ‘customer service excellence.’ When I hear amazing customer service stories like the Morton’s Steakhouse flight dinner delivery, it’s clear that there are avenues for a personalized customer experience without the unsettling ‘big brother-style’ intrusion.