Contact Center Challenges and Trends

Contact center teams play a crucial role in delivering exceptional customer experiences, yet their effectiveness is increasingly challenged by productivity barriers.

With 86% of consumers willing to abandon a brand after two poor experiences, contact centers must address key issues such as high agent attrition, productivity inefficiencies, and disconnection between IT and operations.

This white paper explores how agents frequently navigate:

• Multiple screens and applications during calls
• Work delays and frustration

Additionally, hybrid work introduces new security concerns, while a significant portion of calls are callbacks due to unresolved issues. To remain competitive, organizations must rethink their contact center strategies, especially in a cloud-driven, work-from-anywhere world.