{"id":385571,"date":"2020-02-19T05:45:16","date_gmt":"2020-02-19T13:45:16","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-de\/is-your-contact-center-in-the-zone\/"},"modified":"2020-02-19T05:45:16","modified_gmt":"2020-02-19T13:45:16","slug":"is-your-contact-center-in-the-zone","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/de\/kundenerfahrungen\/is-your-contact-center-in-the-zone\/","title":{"rendered":"Is Your Contact Center \u201cIn the Zone\u201d?"},"content":{"rendered":"


\n American rock band Boston\u2019s 1976 debut album still holds the record for highest-selling debut album ever with 17 million copies sold. What most people don\u2019t know is that the record was years in the making, and almost all instruments were recorded by a single individual \u2013 founder and leader, Tom Scholz \u2013 who did the project on the side while holding his day job as an engineer at Polaroid. The record was rejected by a number of record companies before Epic wisely saw its potential. The record\u2019s opening song, \u201cMore than a Feeling\u201d, was voted as one of the 500 greatest songs of all time<\/span>. So, are contact centers<\/a> more than a feeling?<\/span><\/strong><\/p>\n


\n Yes, More Than a Feeling!<\/strong>
\n<\/span><\/h2>\n

Athletes often refer to a moment in time, when everything comes together and the best outcomes appear to happen. Buzzwords are often used, \u201cIn the Zone\u201d, \u201cHot Hands\u201d, especially in Basketball and Golf, where an athlete is performing above expectations. Those watching naturally accept and carry forward, recapping the superficial notion that what they see is real and that one good shot or putt was the domino to a series of successes. While there is no quantitative evidence that one made basket or putt begets another, it is a widespread belief that athletes definitely can get into a rhythm.<\/p>\n


\n Patterns That Shape Our Reality <\/strong>
\n<\/span><\/h2>\n

When we think of rhythm, music immediately comes to mind. However, besides music, there are many places where we find and can identify a repeatable pattern, in dance, speech, painting, and writing, all reflecting a cadence, movement and\/or sound. In each case, a thought, an insight<\/a> is repeated creating a predictable pattern that emerges as a reality of how we speak, behave, and move. We inherently perfect the pattern and it then creates a unique and differentiated expression of who, what and how others identify us.<\/p>\n


\n Is it More Than a Feeling? <\/strong>
\n<\/span><\/h2>\n

Certain meaningful experiences stand out in our memory and can have an extraordinary impact on our lives. These moments often can change our attitudes and beliefs on how we see the world and live our lives.<\/p>\n

Most people like to feel good and experience positive emotions. While not always explainable \u2013 our emotions change our attitude and play a significant role in our everyday life. Emotions broaden our urge to engage, expand our focus to learn, expand our knowledge, skills and relationships. In contrast, experiences that cause negative emotions narrow our focus and often lead to anxious moments that frame strong and lasting attitudes.<\/p>\n


\n The Moment of Truth <\/strong>
\n<\/span><\/h2>\n

This is equally as true in business, as it is in our personal lives. As an example, think about the moments and interactions you\u2019ve had as a consumer when dealing with a business. The ecosystem we call the contact center<\/a> often represents the corporate culture – a unique place, where moments of interaction create emotions, attitudes and default patterns that will have a profound impact on our success in creating meaningful and lasting experiences. As customer experience professionals have quickly learned, ultimately the contact center is the place in the enterprise where brand promises can be made or broken \u2013 often leading to the classic \u201cwillingness to recommend\u201d sentiment \u2013 one way or the other.<\/p>\n


\n Is Your Contact Center \u201cin the Zone?\u201d <\/strong>
\n<\/span><\/h2>\n

Thanks to new AI models, the \u201crhythm\u201d or patterns of reality developed in the contact center are becoming more predictable and proactive. By empowering contact center staff with access to the most \u201cuncommon knowledge\u201d based on a set of rules defined by customer behavior, context, staffing, and the goals of the business, positive moments can now be the norm and insights can be used to create a cadence and pattern focused on customer success.<\/p>\n

As contact centers have long been under the influence of random customer and agent arrival patterns, the next generation<\/a> of contact centers will have more levers to pull to make operating in \u201cThe Zone\u201d a far more common occurrence. Is it no coincidence that another hit on Boston\u2019s album was titled \u201cPeace of Mind\u201d?<\/p>\n

To learn more about Cisco Contact Center solutions, visit our website<\/a>.<\/p><\/blockquote>\n

\n

Learn More<\/strong><\/p>\n

What is a cloud contact center?<\/a><\/p>\n

Join our Live Webinar: Introducing Webex Contact Center Enterprise<\/a><\/p>\n

Cisco Contact Center Portfolio: Revolutionizing Customer and Agent Experiences<\/a><\/p>\n

Join Our On-Demand Webinar: Best Practices for Moving your Contact Center to the Cloud<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Thanks to new AI models, Cisco is empowering contact centers with access to the most \u201cuncommon knowledge\u201d, creating insightful and predictable patterns of reality, shaping positive customer experiences. <\/p>\n","protected":false},"author":5430,"featured_media":385572,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1564,5263],"tags":[7984,5266,5806,6213,5272,4785,7156,7985,1985,1987,5265,7986,4786,7983,7987,1990,6467,7988],"class_list":["post-385571","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kundenerfahrungen","category-zusammenarbeit","tag-call-center-management-de","tag-callcenter","tag-callcenter-software","tag-ccaas-de","tag-cisco-blogs-de","tag-cisco-call-center-de","tag-cisco-cloud-contact-center-de-2","tag-cisco-customer-service-de","tag-cloud-contact-center-de","tag-contact-center-de","tag-contact-center-de-2","tag-contact-center-platform-de","tag-contact-center-losungem","tag-customer-journey-de","tag-enterprise-contact-center-de","tag-kundenservicesoftware","tag-virtuelles-callcenter","tag-workforce-management-de"],"acf":[],"yoast_head":"\nIs Your Contact Center \u201cIn the Zone\u201d? 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