Contact centers face various service delivery issues. First, balancing the right level of staffing with call volume has been an ongoing challenge. When there aren't enough agents to handle calls, customers often experience long wait times, which can add to their frustration.
While contact centers have a human-facing challenge, they also have an overwhelming data management challenge. Contact centers use data to improve their processes and agents' performance and to satisfy customers. However, like many organizations, contact centers continue to grapple with a growing volume of data and issues with data collection, duplication, data silos and complexity. Data is coming in from all directions, sources and systems, and it is not often formatted the same way. On top of this, data from your company's customer relationship management system (CRM) can sometimes be inaccurate or incomplete. Other technologies your contact center uses, including interactive voice response systems and call tracking software, often present similar problems.
All of which makes it more difficult for contact centers and call centers to convert unstructured and structured data into meaningful insights that help your company better understand customers' needs and expectations.