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On Call Centers and Dodo Eggs

by Michael Maoz  |  June 22, 2016  |  Comments Off on On Call Centers and Dodo Eggs

Even though there were no Dodo birds on Mauritius or any other part of the planet from the 1800s onward, the mild epithet that one was a dodo bird continued into the 1960s to mean someone out of step, and to be as ‘dead as a dodo bird’ meant that the idea was defunct or obsolete. That is about the same as saying that you manage or operate a ‘Call Center.’ Yet plenty of companies do, locking them into the same mindset as one calling out: “Go Xerox two copies of this blog.”

If you have visited a customer support center, it has evolved, or is on the way to evolving into, a customer engagement center. Some reps are answering the phone. Some are training the voice response to provide more accurate answers. Some are in Chat sessions. Some are managing social communities. Some are reading and responding to posts or Tweets. Some are managing, analyzing, creating and removing content from websites and social media forums.

Word choice matters. Words drive ideas which form concepts which inform discussions. Choose your words wisely, and do your company a favor and replace call center, and contact center, these moribund constructs built for the 1980s, with the Customer Engagement Center. Your customers, your employees, and your shareholders will all thank you!

 

Category: analytics-for-social-crm  business-intelligence  cio  contact-center  crm  customer-engagement  customer-service  digital-humanism  gamification  innovation-and-customer-experience  intent-driven-enterprise  it-talent-management  leadership  social-crm  social-networking  strategic-planning  trends-predictions  

Michael Maoz
VP Distinguished Analyst
13 years at Gartner
26 years IT industry

Michael Maoz is a research vice president and distinguished analyst in Gartner Research. His research focuses on CRM and customer-centric Web strategies. Mr. Maoz is the research leader for both the customer service and support strategies area and customer-centric Web… Read Full Bio




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