Contact Center Priorities For 2018

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Title : Contact Center Priorities For 2018
Edition : 
Year : 2017
Authors : Brian Cantor
Publisher : Call Center Week Digital
Preface
When it comes to the customer contact function, the idea of an annual “executive priorities” investigation may seem silly. 
Some customer experience trends, challenges and opportunities emerge – and vanish – within a few months. They start deep into the year, and they fade before it is over. 
Others remain relevant for several years. They are not “new” at the turn of the calendar year. 
Can a business truly account for these fleeting and persistent trends when declaring its annual priorities? Given the importance of the customer experience, should a business profess its annual priorities when it does not know exactly how the landscape will change throughout the year? 
Yes and yes.
An organization cannot account for all of the opportunities that may emerge in a year, and it cannot precisely predict when it will get to declare “mission accomplished” with regard to a customer experience initiative. 
It can, however, set fundamental goals.  It can identify specific focuses that will remain important no matter which specific technologies or customer demands emerge within a given year. 
The “executive priorities” investigation helps identify these fundamental goals. It, essentially, represents an exploration into what a contact center wants to achieve, and why those goals
matter. 
This report is predicated on determining the “why.” 
It reveals the key goals organizations hope to pursue (or continue pursuing) in 2018. It evaluates specific focuses like the agent experience and digital transformation from a highlevel, strategic perspective. It highlights the key investment categories organizations want to pursue in 2018. It also establishes the definition of a customer-centric brand; a label for which all customer contact functions aspire. 
Fueled by data and guided by CCW Digital’s team of analysts, it is not a shopping list written in ink. It is roadmap ready to be refined by the expected and unexpected realities of 2018.


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