What is the top challenge faced in your contact center? | ICMI.com
Empowering contact center excellence for 30 years!
October 26, 2011

What is the top challenge faced in your contact center?

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Rose Polchin — 1:03PM on Oct 26, 2011

It would be great to hear how some of our contact center leaders have overcome or address these challenges in their contact centers. We discuss these frequently at events and training classes and it is always great to hear the amazing ways contact center professionals successfully handle any and all obstacles.

Jen Freund — 9:15AM on Oct 31, 2011

A study done by ICMI indicate that agent empowerment in areas such as training, quality management and coaching practices, can lead to increased agent satisfaction, engagement and eventually retention. The idea is to allow agents to have more responsibility, involve them in more processes and provide them with more knowledge and better tools. Do that, and they’ll be happier, more productive and more engaged—for longer—in their work.
I'd love to hear how some ideas on how our contact center leads are helping to improve attrition.