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New Tools and Old Mistakes


At one recent vendor-sponsored user conference, the author sat in on a session during which the vendor unveiled its revamped offering for reporting and analytics -- revamped, that is, to include an interface with consumer-grade design goals in mind. This tool could be the basis for business transformation: Its easy-to-use functionality for "what-if" simulation could help develop new processes to handle unforeseen spikes in call volumes; the drill-down/drill-around feature could help determine new skills required for agents to help drive an improved customer experience. Unfortunately, the tool will likely not be used that way, and here's why: A company doesn't pay contact center managers to shake up its business; a company pays them to perform according to a specific set of metrics.

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