Life on a Seven-Second Delay

One infamous wardrobe malfunction in the 2004 Super Bowl made the seven-second broadcast delay a household term. A seemingly negligible amount of time, seven seconds gave television executives the feeling of security, the knowledge that they could cut the video feed or bleep the audio before it went out to millions of viewers.

But imagine what life would be like if our vision or hearing was limited by that seven-second delay. Forget about catching your smartphone before it hits the floor; according to Isaac Newton, that screen’s already been cracked for six seconds and change. Walking around? Take one step, then wait for seven seconds before you can commit to a second. Driving would be left to stunt men and clairvoyants; the rest of us would be stranded. We need the constant stream of data our eyes and ears provide us to know what other cars are on the road and whether or not that light is red.

Humans are wired for real-time information processing. Our survival depends on it.

Despite our need for instant information, the systems we’ve created for ourselves often lack that capability. When asked, 67% of businesses see value in having real-time access to information, but only 8% say they have it. Less than one-fifth (18%) receive metrics on even the same day. Everyone else is in for a four-week wait. Suddenly, a seven-second delay doesn’t sound so bad.

If we intuitively grasp the necessity of real-time information, why do we accept the lack of it in our businesses?

Perhaps it’s because we’ve been conditioned to accept that it’s just not possible. But is that really the case?

Contact centers have been using real-time visibility for years. We know how many customers are in the queue right now. We can see in real-time which agents aren’t sticking to their schedules. We can even get instant predictions of what service levels will be later in the day.

Enhanced real-time visibility in your contact center can lead to better operational decisions and a better experience for your customers. What’s holding you back? Is your business one of those 33% that don’t yet understand the value of real-time visibility? Perhaps you’re limited by your contact center’s infrastructure capabilities?

Download our eBook to find out how operating your contact center in real-time could transform your business.

Brian Spraetz

Brian Spraetz

As Solutions Marketing Manager for the Interactive Intelligence workforce optimization (WFO) suite I often find myself serving as a sort of bridge between technology and business users. That’s ideal for me as it utilizes both my technical background (B.S.E.E. and years of programming) and my business experience (M.B.A. and 20+ years in the contact center industry). I’ve been involved in the WFO space since it’s infancy, including stints at IEX and NICE, and have helped it mature from a collection standalone products into today’s powerful integrated suites. I enjoy cycling for recreation and am an avid football and hockey fan.