The change the contact center industry has undergone will be felt long after the lockdown ends. The research reveals the extent of the impact of changing customer buy bulk sms service expectations and how organizations have responded differently depending on whether they have a high or low customer-centric model .”
The research involved interviews with and discussion of these findings in two focus groups. The full report is available on the CCMA website.
“ The findings of this study will support contact center
leaders as they drive continuous improvement while responding to a changing contact center environment ,” said , CEO . “ Whether large or small, change must be anticipated before it arrives and managed sensitively once it arrives if it is to have the desired impact. And in 2021, change management is a critical part of the contact center leader’s job .”
In response to the findings, the report leaders are New CCMA research shows change in contact centers facing and suggests to overcome them. Some of these challenges include , changing customer of front-line managers who are bearing the brunt of the change.
The research also revealed the problem and impact of legacy systems that change.
After millions of pounds have been invested, organizations are often reluctant to replace old technology. Decision-making cycles for platform upgrades are long. Years can pass between identifying a need and actually going live, even when the environment has already changed. It’s the responsibility of contact center as much as possible and then build the business case for spam data investment. With many organizations currently being particularly cost-conscious, this is rarely a simple process.RingCentral’s UK Country Manager, commented: “ During the period of extraordinary change we’ve recently witnessed, the value of connecting the contact center to the rest of the business stands in stark contrast, along with the challenge of agent wellbeing. Gaps in technology, training, and staffing are also evident, indicating an opportunity for improvement .”
