The Big 5: Overcome Top Call Center Challenges in the Future

Joseph McKendrick, lead analyst with Unisphere Research shares results from the Contact Center Productivity Survey and reveals what contact center leaders indicated as the top challenges for the year ahead and the impact on productivity.

December 15, 2012

Over 300 contact center leaders recently shared the top challenges they expect to face in the year ahead in the Contact Center Productivity Survey. Replay this webinar to hear Joseph McKendrick, lead analyst with Unisphere Research and Intradiem CEO, Matt McConnell explore the challenges revealed by the survey and how this will impact call center productivity in the future.

In this webinar you will learn how to conquer these challenges by:

  • Improving productivity and performance measuring tools
  • Providing effective training and coaching
  • Reducing agent idle time during the day
  • Hiring employees with the right skills
  • Staying current with technology, including social media

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