51% of Contact Centre Leaders Struggle With Development

A new poll from Elephants Don’t Forget finds 51% of contact centre leaders struggle with continuous people development.In a webinar attended by 150 contact centre leaders, 51% identified continuous people development as their biggest challenge, compared with 33% who selected measuring customer outcomes alongside efficiency and 3% who chose enabling AI to handle routine work.The findings come as contact centres continue to invest in training, quality assurance, coaching and AI, while facing