Let’s be honest: working in or running a contact centre in 2025 can be a bit like juggling fire. While on a treadmill. In a storm.
Customer expectations? Through the roof. Budgets? Shrinking. Tech? Everywhere, but not always playing nicely. And don’t even get me started on the never-ending cycle of escalations, metrics, and the morning stand up that could have been covered off in an email.
So, why do we always say contact centres are under the cosh?
Because for many, they truly are.
But here’s the twist: it doesn’t have to be this way. It’s simpler than you might think.
The goal is (and always should be) simple- best-in-class customer service. That’s it. No frills. Just customers getting what they need, when they need it, and walking away happy.
So… what’s going wrong?
The Real Issue? We’ve Forgotten the Goal
Far too often, we see managers consumed with internal optics, looking good to the board, ticking boxes, hitting dashboards. But somewhere along the line, the actual purpose gets a little… lost.
The goal isn’t just good metrics. The goal is a great experience
Ask yourself – when was the last time someone genuinely asked the customer what they think good service looks like?
Well, it’s almost unheard of because there is normally a Quality Assurance (QA) team or others that have an opinion different to that of the customer. Not that opinions aren’t important because they are, but that is all it is. Let the customer decide what good looks like.
The metrics are important of course, as a measure of what service you offer for the most part as this is the goal but again, more often than not, SLA’s are just metrics and actually, rarely used to achieve that best-in-class service.
Don’t guess. Don’t assume. Ask them. Use CSAT, NPS, FTR and whatever other honest measures help you get closer to that answer. But remember: if you’re tracking numbers just to hit targets, you may be missing the point.
Buying More Isn’t Always the Fix
How many times have I heard the default solution to most problems: “Let’s throw money at it.” New system. New resource. New software.
But that’s not always the right fix.
In fact, we’ve seen time and again that many root issues can be solved with minimal spend. Often, the real blockers are broken processes, clunky journeys, poor handovers, or just a lack of clarity. Fixing those might cost next to nothing.
Only once those fundamentals are sorted should you start investing in tech, and by then, you’ll often need less of it.
You Can’t Automate Your Way Out of a Mess
Sure, automation, AI and chatbots are exciting. But if your underlying setup is chaotic, you’re just automating confusion.
Messy processes, unclear knowledge, or spaghetti-CRM layouts don’t magically become smooth just because you slap a bot on them.
Before tech – fix the basics. Simplify. Streamline. Then layer on automation where it helps.
Don’t Just Take Their Word for It. Go See for Yourself
Too often, leaders hear “we need more people” and immediately hit recruitment. But hold on.
Before you greenlight 10 new hires, step back. Look at what you’re really trying to achieve. Go and observe, talk to your team, walk the journeys. Ask why. Then ask why again.
Because in most cases? The issue people are pointing to isn’t the real issue.
Once you dig deeper, you’ll often find the real fix is cheaper, faster, and more sustainable than you think.
Your Advisors Are Still the Secret Sauce
We’ll never stop saying this: your agents are your greatest asset. They know the pain points, the shortcuts, and what customers really think.
Want better CSAT? Don’t just roll out new tools. Start by making things easier for your front line. Give them better systems, clearer processes, and actual coaching support (not just another spreadsheet).
Real Change Doesn’t Take a Year
You don’t need a 12-month roadmap to see results.
Agile Innovation Group are a new generation of consultants, we do things differently. We drop in full-stack teams not just one consultant and a PowerPoint and we deliver real outcomes in 60 to 90 days.
Less talk. More doing. Embedded teams. Rapid transformation.
What We’d Love to See More Of
- Contact centres with a clear, customer-led purpose
- Less assumption, more investigation
- Technology that supports, not replaces
- Simpler processes and better knowledge access
- Empowered teams who feel supported and heard
Let’s Talk
If you’re running a contact centre, leading CX, or just tired of transformation theatre, we’d love to hear from you.
📩 team@agileig.co.uk
🌐 www.agileig.co.uk
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Agile Innovation Group – Welcome to a Smarter, Faster and more Effective approach to consulting