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8 Contact Center Pros Share Their Top Challenges of 2018

By Erica Marois | Date Published: December 12, 2018 - Last Updated January 24, 2019 | Comments

This week, #ICMIchat was all about reflection. We discussed top trends from 2018 as we pondered what they might mean for the future. We also asked participants to share the number one challenge their contact center faced this year. Keep watching to see a few of the top responses, then leave us a comment. We want to know. What was your top challenge?

(Read the full chat recap here.)

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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