Managing multiple channels: With the increasing use of digital channels, and thus more ways for consumers to reach out to brands, managing multiple channels effectively may become a challenge.
Delivering a consistent customer experience: As consumers often switch between channels, it may be challenging for contact centers to provide a seamless omnichannel experience across all of them.
High contact center agent turnover: Due to the generally stressful environment of contact center jobs, contact centers may be challenged with agent burnout and high turnover rates.