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Survey says! Contact Center Leaders have Real Concerns.

August 2, 2016 / jbrooks

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.

To download the full 2016 North American Call Center Survey, follow this link.
To read the full article on customerThink, click here.

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