According to the 2016 North American Call Center Survey, conducted by Evolve IP, a few of the many insights uncovered include concerns from contact center leaders.
Here are a few leaks from the survey:
- A major call center concern is insufficient reporting along with analytics with just over 6 our of 10 rating it from “challenging” to “extremely challenging”.
- Improving agent productivity is another struggle as over half of respondent rated it “challenging” to “extremely challenging”.
- Approximately 17% of respondents expressed that cost reduction is very high on their list of concerns.