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It’s no surprise that the contact center industry continues to grow as organizations around the world realize the tremendous value that can be derived by better understanding the true voice of the customer. And there’s widespread agreement that much of this value will come from enhanced technology, including analytics solutions that liberate data long-trapped in the server closet.

What is surprising then, even somewhat disheartening, is despite the widespread interest in advanced contact center technology, adoption of solutions such as speech analytics are remarkably low – even more so when you consider call recording is ubiquitous. All the data is there, but it sits idle. And while integrated WFO suites that bring in analytics are on the rise, their full potential has yet to be realized. It’s an omnichannel world, yet recent market research shows far too many companies still rely on black-and-white Excel spreadsheets as the basis for data collection and analytics – even when they have highly trained analysts on staff that could do so much more with the right tools.

Funding. Staffing. Existing ACDs. Legacy software. Integrations. Multi-year contracts. Decentralized operations. There are a myriad of reasons why change can be intimidating or challenging. However, change doesn’t have to be scary, overwhelming or cost-prohibitive. The market is filled with innovators that break down each and every one of these barriers. Innovators that are eager to understand your business and have a real conversation with you. Innovators that place human interaction and simplicity over clunky, over-priced and over-engineered technology. Innovators that are at the ready to become true customer service partners.

Blue sky? Far from it. Innovation is there for the taking; the tools and technology exist today if you look in the right direction. And just know, while you’re thinking about how to get from point A to B, your leading competition is on their way to point C: elevating actionable insights from the contact center to the C-suite.

Change is constant, so start a new journey today. Start a new conversation. It’s time to move beyond the status quo; it’s time to challenge long-held technology perceptions in the contact center and take the necessary steps to accelerate customer service and drive tangible business growth. Your customers will thank you. We’ll know because the data will tell us so.

About Tom Goodmanson
Tom Goodmanson, President and CEO of Calabrio, has more than 20 years of experience leading fast growing dynamic software and technology companies. Since assuming the CEO position in 2009, Tom is credited with reinventing the company and its culture around a strategy to expand value and reach through new, innovative products, and remarkable customer experiences. Addressing the market need for simpler solutions to complex customer interaction challenges, Tom’s vision to redefine the standard for software ease-of-use has been instrumental in making Calabrio one of the fastest growing companies in the industry.

Prior to his role at Calabrio, Tom was a senior leader in several successful technology-based companies, including Gelco Information Network and Magenic Technologies. Tom currently holds a board seat at Virteva.