Biggest Contact Center Challenges and Priorities for 2019

The new year is a great time to set goals for the upcoming year. But what is the most important thing to work on, especially when it comes to managing a contact center? While some issues are constant, each year brings with it a new set of priorities to consider, and the biggest contact center challenges and priorities for 2019 are no different.

There are so many different priorities for contact center managers to focus on at any given point in time that it can be difficult to know where to start or spend your energy and effort. It’s especially important to know what areas will provide the most benefit to your contact center as you create your plan for 2019.

Based on a study by the Contact Center Pipeline, we put together a few highlights of the challenges and priorities your fellow contact centers are working on during 2019.

Biggest Contact Center Challenges and Priorities for 2019 | Shelf

To learn more about how Shelf can help you to meet your 2019 goals, request a demo.

Save 10 Hours per Month with these 7 Productivity Tips



Information Overload is a funny thing. We can all relate to it because it annoys each and every one of us. I’m willing to bet that in the past month, 90% of the people reading this have clenched their fists, thrown their arms into the sky, and shouted “WHERE THE $&@# IS ________!?” Or at least you thought about it. That’s because the inability to locate something – typically information – is one of the most common byproducts of Information Overload.

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Shelf User Stories: Building an Innovation Ecosystem

The Shelf User Stories series is meant to help prospective users understand why different groups and organizations have chosen to use Shelf. In this interview with Pavle Krivokuca, Chief of Operations at the Belgrade Impact Hub, talks about the challenges of coordinating activities across a broad and diverse set of stakeholders in both the public and private sector.  

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