Podcast: Chasing The Right Goals In The Contact Center

It's not about the low-hanging fruit. It's about finding the right fruit.




In response to tight budgets and constant pressure to perform, many contact center leaders mistakenly go after low-hanging fruit.

They should be going after the right fruit. While that endeavor may not be as easy, safe or likely to produce an immediate “win,” it will ultimately be more impactful. It will do a far better job of demonstrating the contact center’s long-term value. 

In order to play that more productive game, leaders will obviously have to craft a strategy for identifying and prioritizing the “right fruit.” ICW’s Kristin Guthrie recently shared recommendations in the CCW Digital Podcast.