by
Marketing Team, on
November 10, 2010, in
Company Voice, about
aht, call center, call centre, monitoring, scrm, silence, social.
The buzz around Social CRM and the related types of media has got me thinking about good old call centers again – in the vein that sometimes a disruptive technology can shed new light on an old one. So, specifically I’ve been considering that while Social Media Monitoring tools helps you tune out the noise, are you listening to the silence in your call center? How much of your talk time is actually spent talking to customers?
Social Media Analytics is all about measuring the conversations out there; frequency, volume, sentiment, media, network of participants etc etc. There are many factors you can measure, and the most difficult part is probably tuning into the right signal and cutting out the noise. But what about the opposite, what about silence?
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User Interface (UI) design is really important stuff, every software professional knows this. No matter how performant and clever your application, if the screens stink people will hate it, and sadly this seems the norm rather than the exception. Why is this and how do those of us in the industry stop our peers turning out crud? How must our paradigms change as GenY become the predominant buyers and users of business applications?
There’s a huge range of different styles of UI, from the very simple (web things like Google Search) to the very rich (games like Call of Duty, Halo etc etc). There are a few obvious reasons for this, purpose being the most obvious. Searching the web should be mainly quickly and simple, fully immersing yourself in a make believe world calls for an interface that is as close to real life experience as possible.
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