Achieving Your Five-Year Goals
Empowering contact center excellence for 30 years!

Achieving Your Five-Year Goals

Contact centers seem confident - and optimistic - that their current goals will be achieved in the next five years. The results of ICMI's latest research reveals that a majority of centers expect to be more solid in areas including training, knowledge base, processes and engagement - to name a few.

Our audience has similar expectations for their contact center's goals: 58% responded to last week's Quick Poll saying that they expect to achieve "some" of their current five-year goals. 31% ambitiously responded that they planned to hit ALL of their goals, however 11% felt that none of their goals would be met.

How do the next five years look for your contact center? Share your thoughts with us here in the comments!

Find out more about what contact centers ranked as their top five priorities for 2012:
2012 Call Center Short and Long-Term Goals and Investment Trends Report
Leveraging Complexity: Trends and Strategies for Future Success in the Contact Center

Topics: Strategy & Planning, Learning & Development, Site Operations


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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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