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Industry Research : Research Reveals that IT Issues are Holding Back the Contact Centre Industry
New research run in partnership with NewVoiceMedia, reveals that nearly half of industry professionals (44%) name ‘IT issues’ as a key barrier to running an effective contact centre.
The survey from Call Centre Helper, which asked over 600 members of the contact centre industry ‘what barriers stop you from running your dream contact centre?’ also found that budget (67%), the need for new technology (40%) and technology not being joined up (35%), are all responsible for restricting progress in the contact centre.
When asked what they would change, the majority of respondents commented on the need for basic working computer systems and demanded upgrades to the latest technologies. One participant commented, "New solutions are required to remove the need for legacy systems, processes and workarounds", while another remarked, "I’d like us to adopt better technology, so that advisers have one place to go for a complete customer view and can access all required data in one place".
Jonathan Gale, CEO of NewVoiceMedia, a global provider of cloud technology, adds, "It’s surprising that IT issues are a barrier to so many businesses running a great contact centre. Cloud technology offers a cost-effective solution to businesses of all sizes, meaning they can make the most of their CRM investment and serve better to accelerate growth and stay ahead of the competition".
Sponsored by NewVoiceMedia, the report offers a compelling view of the contact centre; from their fundamental framework, to widely used initiatives and the technologies that have made it on to every manager’s wish list.
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Published: Monday, August 24, 2015