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7 Contact Center Pros Share Their Top Challenges

By Erica Marois | Date Published: May 09, 2019 - Last Updated December 03, 2019 | Comments

Next week, 1,500 contact center professionals will gather together at ICMI Contact Center Expo. The goal for this year? Navigating the tides of transformation. It's an exciting time to work in the contact center, but it's also becoming more and more challenging. The good news? We're in this together, and we'll be addressing many of the most common industry challenges next week. As we prepare for Contact Center Expo, we asked #ICMIchat participants to share their top concerns. Here are a few answers.

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
Topics: Customer Experience

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