Leveraging Complexity: Trends and Strategies for Future Success in the Contact Center
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Leveraging Complexity: Trends and Strategies for Future Success in the Contact Center

Published: Jun 28, 2012

Pages: 8

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Although the contact centers demonstrated a clear understanding and ability to identify the challenges they face, the centers' reactions appeared to involve some of the same continual issues. A majority of centers (69.8%) report increased complexity, but only a minority (32.7%) report that they are upgrading to meet the challenges brought by that increased complexity.


In 2012, 510 contact center professionals, representing more than two-dozen primary markets and industries, and located in more than 20 countries, participated in a study of contact centers' short- and long-term goals and investment trends.


This white paper looks at the five key issues currently facing contact centers and evaluates the current strategies – or lack thereof – for handling those issues successfully, including:

  • Issue 1 - What's Important to the Contact Center in 2012?
  • Issue 2 - Customer Satisfaction Is Important, Just Like Everything Else.
  • Issue 3 - Hot to Get to Where We're Going.
  • Issue 4 - Drowning in Data
  • Issue 5 - "The Future's So Bright" vs. "Land of Confusion"

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