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In the call center space, it's not uncommon for the attention to quickly go to the latest innovations. We get excited about speech analytics, employee engagement and other buzzwords in areas that promise to make the lives of those in call center management much easier. In doing so, however, we tend to overlook some tried and true processes and capabilities already in place that give us great insight into where we are and we're we need to be going. From this point, it's easy to put cloud-based contact center recording into place. The reporting options that come with cloud recording solutions can deliver the visibility companies need to make better sales and marketing decisions, and increase customer loyalty and engagement. The cloud-based nature of the solution allows employees to access important data from wherever they are located. Doing a stint in retail, as a barista, waiting tables-these jobs are traditional rites of passage for any young person starting to make their way in the world. But for today's Millennial generation, getting a job at a call center is increasingly the thing. Marketers today have had a large portion of their day-to-day activities moved to content creation, such as writing email marketing messages, blog posts, white papers and case studies, just to name a few brand assets. With that said, it's clear that marketers need to be strong writers to succeed in the 21st century digital marketplace that places a premium on these types of assets. As more and more brands get into the content marketing space, however, solid writing alone won't be enough to make your brand stand out amongst the competition. The problem of running into incompatible accents has long been an issue for customer service, both on the caller end and on the agent end. It can be tough to follow someone who speaks with an unfamiliar pitch and timbre, and that can make a customer service encounter all the more frustrating as a result. Some are even beginning to wonder if demographics should play a part in contact center agent routing, and a new report from TechTarget suggests that maybe it's a good idea after all. The marketing industry today is at a cross roads. On one street you have the advent of content marketing and the inevitable mass adoption of digital content. On the other, you have the still relevant legacy media outlets such as television, radio and print publications. Given the convergence of these new and old trends in marketing, it's hard to say for certain what the industry will look like five, 10 or even 15 years down the road. However, there is one trend that cannot be ignored. Whether you're operating in the relatively new content marketing space or the well established advertising sector, you'll want to be paying attention to big data.
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