Racing into the New Year, What Trends will 2014 Hold for the Contact Center and UC?

Christmas will be over in just a few days. Vacations will be behind us. Family members will travel back home. And we’ll all be launching into a new year. For contact centers and unified communications, what trends can we expect to see and what surprises might lay in store?

Art Schoeller, vice president, principal analyst at Forrester Research and I (with added help from Sheila McGee-Smith, founder and principal analyst at McGee-Smith Analytics, and Don Van Doren, principal of UniComm Consulting) will be broadcasting a complimentary webinar, “Key 2014 Contact Center Trends and Priorities: How you can be ready,” where we’ll try and answer these very questions. To tip our hand a bit, here are some of the things we’ll cover:

  1. The move to the cloud: Still red hot.
  2. Social media in the multichannel mix: Better understood, but still not being done well by many. Yet getting a lift by using social methods to better route calls.
  3. Delivering mobile customer service: A work in progress, still with huge interest.
  4. Self service: New ways to better utilize a long-time contact center friend.
  5. Work at home agents: The value hasn’t changed, contact centers just need to get it done.
  6. Real-time analytics: Reaching the point of organizational acceptance.
  7. Pro-active communications: Top of the list for having a quick, direct, positive affect on the customer experience.

And there is more where those came from… WebRTC, blending best practices, workforce optimization decisions, video, SIP trunking….

We’re in for a VERY exciting year!

Merry Christmas and happy holidays everyone.

Joe Staples – the guy who can hardly wait to write January 1, 2014