We’ve just published results from our Seventh Annual Contact Center Challenges and Priorities Survey. As with prior years, it was a short survey that asked two simple questions of contact center professionals: What are your biggest challenges today? What are your top priorities for the new year? We’ve been throwing in a bonus question the… Read More »
As noted in my article How to Respond to Visionary Ideas, today’s “hot technologies” target business challenges that grab senior leadership attention – e.g., staffing demands, performance improvement, cost containment, revenue drivers, customer satisfaction. For example: Bots purport to deflect loads of calls, chats, and text messages AI improves routing, workforce management, desktop tools, and… Read More »
In our sixth year of asking contact center professionals about their biggest challenges and priorities, we found out that their vision for the coming year was overshadowed by the global pandemic that has disrupted everyone and everything. As such the theme I’d pick for the year is agility. Not enough centers had it, and going… Read More »
We have the privilege of working with contact centers of many sizes, across a wide range of industries. They all have a few things in common: they want to deliver a great customer experience, meet their target metrics, operate efficiently and effectively, and use technology to their advantage. Credit unions are a bit unique in… Read More »
I’ve challenged contact centers to make 2020 the Year of the Agent. I’ve built my case around the argument that if you want to deliver a great customer experience, you first have to make sure you’re delivering a great agent experience. In the spirit of action, I’ve outlined two different assignments for you to assess… Read More »
It’s 2020: a new year, a new decade, and all kinds of opportunities to talk about perfect vision! Let’s start off this exciting year with a look at findings from our fifth annual survey. Last year’s theme was change. Our 2020 theme (or vision) is “the year of the agent,” which deviates from the industry… Read More »
With nearly 300 participants, our fourth annual Challenges and Priorities Survey gave us a brief snapshot at what’s happening in our industry. I’m excited to share the results. This year, change is the theme! While I encourage you to download the complete report, here is a sneak preview into what we found in the results:… Read More »
As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s next in contact center technology. My team of consultants identified the top things we see dominating contact center technology discussions. Here’s a quick summary before I dive into the commentary: Artificial… Read More »
In late 2017, we conducted our third annual challenges and priorities survey. Each year we tweak the list based on what we see happening in the market and what we learn from the previous year. We retain substantial consistency so we can identify changes and trends. Participants could select three of each, with no ranking…. Read More »
Everyone wants to know what challenges people face overall, and within their center size and industry. There are so many possible changes to pursue, not to mention the barrage of input from various industry sources. As such, it’s invaluable to learn what priorities are really making it to the top of “to do” lists. Top… Read More »