I have been associated with the contact center industry for more than 20 years, first as a systems integrator building centers and more recently covering it as an analyst with Ventana Research. From this experience I have distilled three major observations: that centers are dominated by technology, that they change very slowly and that performance is largely judged by the average handling time (AHT) of calls. The main challenges have not changed much over the years: Centers constantly have to balance improving customer satisfaction with reducing AHT; this remains true even though many companies are realizing that first-contact resolution (FCR) is a much better indicator of performance.
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