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Challenges faced by contact center managers

Their prevalence, frequency, and impact on contact center metrics; approaches and solutions

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What are the major challenges faced by call center managers? With what frequency do these occur? And in what magnitude they affect contact centers? (in terms of ROI, overall performance and outcomes of a call center

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Chris Ward
By Chris Ward
12th Jun 2018 11:58

Hi Swati.

You can access our contact centre guide here for more information about the major concerns managers currently face:

Generally the major challenges for contact centre managers are around a combination of more 'traditional' concerns - employee churn, cost pressure, reducing the path to query resolution; and concerns around technology and automation - how to introduce artificial intelligence, reduce friction, automate different parts of the engagement journey, etc.

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By baileyarnidot
12th Feb 2019 15:19

Oh, what topic you raised! I once worked as a call center manager, and our main problem is aggression. not all people like it when they are called not known and offer something.

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