Overcoming The Most Persistent Contact Center Challenges

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills
For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. As “the place where customer care, CX and contact center leaders come together,” these annual conference and expo events in Las Vegas and our hometown of Nashville allow us to get a pulse of the customer management practice and hear firsthand about the most critical contact center challenges and how supervisors, managers and agents are responding to the latest industry trends and developments.
Both in 2018
and 2019, we polled CCW attendees about the critical issues they’re facing in
two overarching categories: agent challenges and operational challenges. We
checked back in on those topics again this year, and as we discovered, while
the industry is changing at a rapid clip, the same big