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In 2015, contact centers will finally get the attention they deserve. That’s because 2015 is all about customer experience, and contact centers are the hub of customer-facing touchpoints. The authors in this week’s CX Buzz of the Week stress the importance of a multichannel contact center experience, or better yet, omnichannel. The omnichannel approach, they write, anticipates that customers may start on one channel and move to another as they progress towards a resolution. The transition between channels should be seamless as possible and avoid inconsistencies. Because the contact center has suddenly become so important, it should be the driving force behind building a customer-focused culture across the whole organization. Let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_CX.

Looking back over the past 2-6 years, it seems that the pace of change has been ramping up. Trends that would have taken years to set in are now assimilated in our lives in a matter of months.  We’ve taken the time to reflect back on the year that’s been, and take a guesstimate at what’s lying ahead for 2015 on the CX side of things. Also, we took this opportunity to engage with you – our trusted friends and colleagues – and crowdsource our 2015 predictions. We were delighted by the outpouring of ideas that came from CX professionals. Here, in a nutshell, are the 5 trends we came up with when we put our heads together.

Contact Center: The start of a new year brings resolutions and ideas for change. This may be a good time to take a look at your quality monitoring form to identify potential revisions that will bring positive outcomes for your contact center and agents. Making changes to your form will allow you to implement new processes and expectations...

Marketing tools and platforms will play a greater role than ever in 2015. Some of these tools are abstract benchmarks, like Customer Lifetime Value, which more than 75 percent of North American senior executives say is a highly or extremely valuable indicator. Others are techniques like customer journey maps and SEO. Still others are software, like big data analysis technologies. The articles in this week’s CMO Perspectives offer practical overviews of the benefits and uses of each.  May we all have a productive New Year!

With all the technology and innovation out there today and indisputably already in use by many, if not all, of your competitors, there’s no question that enhancing your customer’s experience has become a critical factor in ensuring your competitive edge.

Call Tracking Metrics: Everyone likes the slot machine when they are winning, right? Or when the cards are falling in your favor, dice rolling on your lucky number… you get the point. I’ll be the first to admit, I love winning. It is like a burst of energy, an insurmountable feeling of excitement and joy. Until, you...

A lot of New Year’s resolutions have to do with making improvements and starting something new. But before we can do that, we have to address the bad habits that may hold us back. In the business world, these bad habits often involve failing to adapt. The phrase “that's the way we've always done it," said this week’s authors, should be banned from your office if it hasn’t already been. As customer service professionals, we need to constantly adapt and pivot if something isn’t working. And that is a hard-won battle. Let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_CX.