Published: Jun 28, 2012
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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