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Industry Research : Technology: The Biggest Challenge Facing Contact Centers in 2013
From infrastructure change to consolidation and integration of existing systems, contact centers identify having an efficient technological platform as their biggest challenge in the near future. This is one of the main findings of a report commissioned by Altitude Software, a provider in unified customer interaction solutions; to identify trends shaping tomorrow’s contact centers.
The second biggest challenge for contact centers is process optimization and performance increase, followed by human resources issues and new communication channels integration. Quality of service and profitability feature as challenges for just 15% and 9% of contact centers surveyed.
Social media accounts for 2% of interactions and cloud solutions are in use in 15% of contact centers.
The report key findings include the fact that the unified management of communication channels (such as voice, email, chat, social media) is a reality for just 47% of participants. Social media accounts for only 2% of interactions in the contact center and cloud solutions are in use in only 15% of contact centers surveyed.
"This report aims to contribute to a better knowledge of the contact center market in Europe" stated Miguel Lopes, Executive Vice President at Altitude Software. "This evolving reality requires more research, more data and better analysis to further our understanding of its issues, its potential and its future".
The report was developed by STRATECO, an independent consulting firm, and is based on telephone interviews with decision-makers in more than 100 contact centers all over Germany. It provides a picture and an analysis of current trends and developments concerning technology, communication channels and business processes in the largest contact center market in the Eurozone.
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Published: Tuesday, March 26, 2013