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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 icmi.com 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 ReportLeveraging Complexity: Trends and Strategies for Future Success in the Contact Center
ICMI is considered the authority on contact center performance excellence. We offer comprehensive resources for customer management professionals - from frontline agents to executives - who wish to improve customer experiences and increase efficiencies at every level of the contact center.
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