By Bruce Wedderburn Over the past few years, contact centers have dramatically increased investments in emerging and disruptive technologies to help improve key efficiency metrics. Developments like AI, data analysis and other technologies are heralded for their ability to enhance contact center efficiency by, for example, automating routine tasks and routing callers to agents. But how is the growth of technology impacting and even reshaping the role of the contact center agent?
We figured Customer Contact Week (CCW), one of the largest events focused on the customer sales and support industry, would be a good place to dig a little deeper into the issues that are affecting modern contact centers. We polled contact centers’ leaders, managers and supervisors during the conference, asking them to select their most critical contact center challenges, separated into two overarching categories: agent challenges and operational challenges. Here’s a snapshot of what we learned.
Agent Challenges for Customer