A public relations person sent me an e-mail today; she was doing a little information scouting on behalf of her client. She asked me what I thought the three biggest issues facing contact centers today were. I came up with these three:
1) Raising customer service quality while simultaneously lowering costs.
2) Fighting high turnover by improving training and helping agents feel like professionals and not bodies in chairs.
3) Keeping abreast of new technologies in an era in which corporate management won't purchase new software/equipment unless it can prove immediate ROI.
But then...I don't work in a call center every day. I'd be interested to hear other opinions about this.