Top 3 Roadblocks Call Center Managers Face

Here are the top 3 roadblocks CX managers face when implementing a new initiative:

1. The culture inside your organization isn’t aligned to your CX goals.

Example: You’re trying to become more customer-centric, but the culture doesn’t support that approach.

2. There’s no shared understanding of the processes.

Unless there’s a collective understanding of the processes across the board, it’s difficult to make a new initiative work. 

3. You’re not abreast of industry developments.

It’s very difficult to understand what is available: what’s the state of the art vs. what you have?