Contact Center Challenges Due To Changes in Customer Behaviour

As we transition from the Age of Information, or the internet of things and move into the Age of Engagement, have the challenges we faced on along the way changed? have they stayed the same? Or are they just getting harder?

Having run some of the largest contact centres in the UK, whilst some of the demand/contacts may have reduced as customers are doing it for themselves, such as basic queries or just checking on things, the challenges from the past 10 years are still prevalent with new trends emerging.

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Unified Stand-Up Goals – A Self Governing Practice

I’m working with a client undergoing a change to more effective ways of working across the organisation. There’s several Agile/Lean methods being practiced across the business for a multitude of work types. SCRUM is being used for some software delivery work and the Kanban Method for others. There’s a number of teams using a mixture of both and some teams simply visualise their line-of-business operational work and meet every day at a set time to discuss it…… which is fine……… for now. The philosophy of ‘Start with what you do now’ is working well and Agile/Lean values are spreading across the organisation.

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Why “Generation Z” should be Called “The Virtuals”

Several years ago when I was presenting at a Helix Commerce future of work conference in Canada, I first heard Cindy Gordon use the term “virtuals” to describe the generation following the Millennials. While Generation Z and several other terms are being bandied about, the term “virtuals” hasn’t stuck. I even visited the venerable reference […]
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History Of Omni-Channel: Mobile Arrives In Retail

When you ask industry leaders about when mobile came to retail, a lot of them point to the introduction of the iPhone in 2007. When that thing rolled onto the scene, I think everyone knew that it was going to change shopping forever. But I don’t think it really had an impact on retail leadership’s thought processes right then, primarily because they didn’t see it impact their main business – their store business – until 2011. What happened then?

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Business Architecture is About More Than Documenting Software Requirements

Many companies, whether those purchasing software or those developing it, don’t start analysis until the software development lifecycle begins. This results in software developers and testers being engaged before a vision of the business need has even been explored and it explains why so many projects stall because of unclear and incomplete requirements. Declan talks about how modelling business architecture is an essential activity before even choosing a solution technology.

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Why the Chief Data Officer (CDO) role is Regressive & Dangerous

  CDO role: Regressive and Dangerous With big data comes a new corporate role, yet another executive seeking a seat at the tables of power. As more and more Chief Data Officers (CDO) get anointed, I can’t help but raise a caution flag for two reasons: first, the idea of managing enterprise data in a […]
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Complexity versus Simplicity in Making Collaboration Work

This is the second post in my new Collaboration Insights series, with the focus being how IT needs to balance the forces of simplicity and complexity in order to get things right with collaboration. My opening post set the stage by looking at the value of collaboration for “getting work done”, which is what employees really care the most about. They don’t care about the technology that drives UC, and that brings us to the natural tension between these two forces.

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Maximizing The Box

I decided to take a break from the history of omni-channel to discuss a concept I encountered last week. The concept I want to explore this week is about the economics of the store – the individual store’s ability to grow and make money. The theory I heard went like this: retailers can no longer depend on opening new stores in mature markets as a method of growth, and so their efforts in those mature markets must turn to maximizing the potential of the existing store base.

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