Contact Center Challenges & Priorities for 2019


I hope you are as excited as I am to dive into the results from our fourth annual survey, with nearly 300 participants sharing their top three challenges and priorities. We maintain our list of options with minor tweaks based on market and industry evolution, as well as past input, so we can look at trends over the years. This year, change is the theme!

Here is a sneak preview into what we found in these results:

  • Attrition was knocked off the No. 1 challenge position for the first time! (It came in a close second.)
  • Our new No. 1 challenge is the desktop tools, and they made a BIG MOVE up the chart.
  • Coaching and development dropped as a priority, while employee engagement and empowerment moved up significantly and took over the No. 1 spot.
  • Technology landed high on the priorities list, taking spots 2-5.

I like that we have some noticeable movement this year. It reflects our dynamic industry in what the vendors are offering, how the labor market is changing, and how centers are maturing. Our results also show the great dilemma centers face: how to deliver great, cost-effective service while being hamstrung by a shortage of tools and staff (and correspondingly, budget limitations). If centers can successfully pursue the priorities, we will continue to see more positive changes.

Dive into the results and their implications for your center and the contact center industry! Download the 2019 analysis here.

SOURCEContact Center Pipeline January 2019
Lori Bocklund
Lori Bocklund is President of Strategic Contact, an independent consulting firm that helps companies optimize the value of their customer contact technology and operations. Lori helps corporate and government contact centers develop and execute plans tied to business goals, such as technology strategy, VoIP and virtualization planning, technology requirements and selection, and project management and implementation. Backed by more than 20 years in the industry, Lori has developed a deep understanding of a broad spectrum of systems, applications and operational environments and extraordinary skill in making today's complex technology environments more easily understood. She's a popular, enthusiastic presenter, author and advisor, and shares her knowledge and practical guidance through numerous speaking engagements, articles, technology courses, and her book, "Call Center Technology Demystified." Email: [email protected]