--- title: Seven Frequently Encountered Challenges of Call Centers description:   We aim to make the process of friction reduction for your customers as, well, frictionless as possible for you. Here’s what we see as FEC’s (Frequently Encountered Challenges)   image: https://www.crossvergence.com/hubfs/Imported_Blog_Media/832757_651911.jpeg --- [![logo-crossvergence](https://www.crossvergence.com/hubfs/site-files/global/logo-crossvergence.svg "logo-crossvergence")](https://www.crossvergence.com/) Who We Are ### Our Company We help our clients make the right choices when buying and managing technology.  [Learn More](https://www.crossvergence.com/our-company) ### Our Partners Our partners bring you solutions that transform tech investments into tangible business outcomes. [Learn More](https://www.crossvergence.com/our-partners) ### Careers When you work at CrossVergence, you can expect flexible remote work, generous PTO, a fun culture, and so much more. View open positions and apply today. [Learn More](https://www.crossvergence.com/careers) Who We Serve ### Regions - [Texas](https://www.crossvergence.com/regions/texas) As a local Texas business ourselves, we understand your business technology challenges. See how we help. - [Nationwide](https://www.crossvergence.com/regions/nationwide) We’ll connect your business with top-notch, nationwide service providers. ### Industries - [Financial Services](https://www.crossvergence.com/industries/financial-services) We'll help you implement solutions that secure sensitive data and meet industry compliance. - [Legal](https://www.crossvergence.com/industries/legal) We’re here to help you make better telecom & IT choices for your law firm. - [Medical](https://www.crossvergence.com/industries/medical) We’ll help you meet complex HIPAA requirements and implement right-fit technology. - [Retail](https://www.crossvergence.com/industries/retail) Multiple locations mean multiple solutions, multiple channels – and multiple problems. We’ll help you solve them. - [Startups](https://www.crossvergence.com/industries/startups) We’ll help you grow your business – even with a tight budget, no time, and expertise gaps. ### Partners - [MSPs](https://www.crossvergence.com/partners/msps) We’ll help you help your customers solve ALL their technology problems. - [Strategic Partners](https://www.crossvergence.com/partners/strategic-partners) We’re the dedicated partner that will oversee ongoing vendor relationships and ensure continued success. What We Do ### Cloud Communications - [UCaaS](https://www.crossvergence.com/services/ucaas) Get the latest UCaaS technology at a predictable cost – supported by a trusted partner and advocate. - [Contact Center](https://www.crossvergence.com/services/contact-center) Get a right-fit contact center solution that adapts to your unique business needs and helps you scale. - [Microsoft Teams](https://www.crossvergence.com/services/microsoft-teams) We’ll help you future-proof your Microsoft Teams voice platform so you can add new features as they become available. ### Connectivity - [Internet](https://www.crossvergence.com/services/internet) Get fast, low-latency internet connectivity that fits within your budget from a vetted provider. - [SD-WAN](https://www.crossvergence.com/services/sd-wan) We’ll help you choose a solution that aligns with your organization's needs – and gives you flexibility to scale. ### Other Services - [Lifecycle Services](https://www.crossvergence.com/services/lifecycle-services) Save money and simplify management for the lifecycle of your solutions with TEM solutions. - [Cybersecurity](https://www.crossvergence.com/services/cybersecurity) We’ll make recommendations on right-fit solutions that will protect your data and network. - [Mobility & IOT](https://www.crossvergence.com/services/mobility-iot) We’ll help you find a provider to simplify management of your fleet of IoT and mobile devices, no matter the quantity. - [Data Centers](https://www.crossvergence.com/services/data-centers) We’ll help you choose a colocation data center with all the features you need – at a price you can afford. - [Emerging Technologies](https://www.crossvergence.com/services/emerging-technologies) Rely on us for the specialized skills and knowledge you need to implement and manage emerging technologies. [Blog](https://www.crossvergence.com/blog) [Contact Us](https://www.crossvergence.com/contact) [Contact Us](https://www.crossvergence.com/contact) Published: 02 Mar 2022 # Seven Frequently Encountered Challenges of Call Centers [Book Consult](https://cta-service-cms2.hubspot.com/web-interactives/public/v1/track/click?encryptedPayload=AVxigLIuES2CmKPkuvrOkOSwKH3skGRYHOM7A5Ulq41BwaQ7%2BroZL9N9NZQDDv8G921V019qUruLB52ihKh2%2B8zKu7dA8qRgiT3ku2%2BfXczxWXfcPnKKEH%2BglCImR27%2BMBZo3qyyVdrfVB6kpfASY25oeINutVnqYJ2JpxWmOwq2BkNICtb9%2BmeilXk%3D&portalId=43150471) ![](https://www.crossvergence.com/hubfs/Imported_Blog_Media/832757_651911.jpeg) We aim to make the process of friction reduction for your customers as, well, *frictionless* as possible for you. Here’s what we see as FEC’s (Frequently Encountered Challenges) **Agent turnover** A classic that still tops the list. You know the impacts – expensive to train replacements, lower performance during ramp-up, lower team morale. **Providing customer choice** Don’t believe the articles that take generations and say things like "millennials don’t like to call" or "boomers only like to talk with live people". The simple truth is every business needs to allow each to choose how they want to interact and how they want to escalate and change media throughout an interaction. **Simplification** How many applications do your employees navigate to handle a customer request? The irony of providing choice for customers is that it often makes the employee’s life extremely cumbersome. **Replacing end-of-life legacy solutions** Even with cloud contact centers as the accepted norm these days within the industry, most contact centers in the US still have on-prem, legacy solutions. Whether the issue is cost, fear, or lack of perceived value, we’ve seen visionaries prevail and get the progress they know the company needs. **Balancing people and automation** Artificial Intelligence (AI) buzz is everywhere. The consensus is, if you’re not yet, you’ll need to balance the empathy of people with the speed and tirelessness of AI. Get this balance right, and you’ll achieve cost-effective CX (Customer Experience) nirvana. **Preparation for and leveraging Machine Learning (ML)** Natural Language Understanding (NLU) and other ML technologies offer significant benefits. The degree of success depends on your data and your people. Even if you’re not ready today, you can start ensuring both people and data are ready. **Understanding the realities of the customer journey** Sometimes measuring everything gets you nothing but a lot of data. We see true analytics and AI-powered trend predictions help filter the noise into CX improving priorities. *Let us know how we can help you reduce friction in the Contact Center.* [![Ready for Tangible Business Outcomes?](https://hubspot-no-cache-na2-prod.s3.amazonaws.com/cta/default/43150471/interactive-162067817864.png)](https://www.crossvergence.com/hs/cta/wi/redirect?encryptedPayload=AVxigLKTKMXg7hSIjSIlIcYy9B%2FtTzOdaKKiDoklOpUvCvFGKscoJ2lsX32MYvFF0c%2F0R0yavNA2p8eqMKTPrhm3eY6IBY5%2FnksPFoXS%2FiEDky7aQQYxe%2FnTk4ASfoX4qCx0T58CEeaU%2ByFS6zvgcnDNYv9XYBCF6nbUUlQSJtuMNRQf8J8%3D&webInteractiveContentId=162067817864&portalId=43150471) Share this post - Copy link - - - ![Crossvergence](https://www.crossvergence.com/hubfs/email/favicon-crossvergence.png) #### Crossvergence [Book Consult](https://cta-service-cms2.hubspot.com/web-interactives/public/v1/track/click?encryptedPayload=AVxigLIuES2CmKPkuvrOkOSwKH3skGRYHOM7A5Ulq41BwaQ7%2BroZL9N9NZQDDv8G921V019qUruLB52ihKh2%2B8zKu7dA8qRgiT3ku2%2BfXczxWXfcPnKKEH%2BglCImR27%2BMBZo3qyyVdrfVB6kpfASY25oeINutVnqYJ2JpxWmOwq2BkNICtb9%2BmeilXk%3D&portalId=43150471) #### Read More: ![Enhancing Business Communications With the Latest Video Conferencing Technology](https://www.crossvergence.com/hubfs/crossvergence-feat-enhancingbusinesscommunications.jpg) ##### Enhancing Business Communications With the Latest Video Conferencing Technology Video conferencing technology has become a cornerstone of modern business communications, allowing... [Read More](https://www.crossvergence.com/blog/enhancing-business-communications-video-conferencing-technology) ![So you have a hybrid workspace now...](https://www.crossvergence.com/hubfs/Imported_Blog_Media/622101_803997.jpeg) ##### So you have a hybrid workspace now... There are five things to consider when trying to assess whether or not you picked the right UCaaS... [Read More](https://www.crossvergence.com/blog/so-you-have-a-hybrid-workspace-now) ![How Microsoft Teams Transforms Business Communication](https://www.crossvergence.com/hubfs/Blogs/2024/How%20Microsoft%20Teams%20Transforms%20Business%20Communication/crossvergence-feat-MSTeamstransformbusinesscommunication.jpg) ##### How Microsoft Teams Transforms Business Communication Modern organizations need powerful tools that enable seamless collaboration for remote and hybrid... [Read More](https://www.crossvergence.com/blog/how-microsoft-teams-transforms-business-communication) [![logo-crossvergence-white](https://www.crossvergence.com/hubfs/site-files/global/logo-crossvergence-white.svg "logo-crossvergence-white")](https://www.crossvergence.com/) Your strategic partner in transforming tech investments into tangible business outcomes. #### Industries - [Financial Services](https://www.crossvergence.com/industries/financial-services) - [Legal](https://www.crossvergence.com/industries/legal) - [Medical](https://www.crossvergence.com/industries/medical) - [Retail](https://www.crossvergence.com/industries/retail) - [Startups](https://www.crossvergence.com/industries/startups) #### Services - [UCaaS](https://www.crossvergence.com/services/ucaas) - [Contact Center](https://www.crossvergence.com/services/contact-center) - [Microsoft Teams](https://www.crossvergence.com/services/microsoft-teams) - [Internet](https://www.crossvergence.com/services/internet) - [SD-WAN](https://www.crossvergence.com/services/sd-wan) - [Lifecycle Services](https://www.crossvergence.com/services/lifecycle-services) - [Cybersecurity](https://www.crossvergence.com/services/cybersecurity) - [Mobility & IOT](https://www.crossvergence.com/services/mobility-iot) - [Data Centers](https://www.crossvergence.com/services/data-centers) - [Emerging Technologies](https://www.crossvergence.com/services/emerging-technologies) #### Company - [Our Company](https://www.crossvergence.com/our-company) - [Our Partners](https://www.crossvergence.com/our-partners) - [Careers](https://www.crossvergence.com/careers) - [Blog](https://www.crossvergence.com/blog) - [Contact Us](https://www.crossvergence.com/contact) ©2026 CrossVergence, Inc. All rights reserved  [Site Terms](https://www.crossvergence.com/terms-and-conditions) • [Privacy Policy](https://www.crossvergence.com/privacy) ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Crossvergence", "url" : "https://www.crossvergence.com/blog/author/admin" }, "dateModified" : "2023-11-02T22:22:07.880Z", "datePublished" : "2022-03-02T05:00:00.000Z", "headline" : "Seven Frequently Encountered Challenges of Call Centers", "image" : [ "https://www.crossvergence.com/hubfs/Imported_Blog_Media/832757_651911.jpeg" ], "mainEntityOfPage" : { "@id" : "https://www.crossvergence.com/blog/seven-frequently-encountered-challenges-of-call-centers", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://www.crossvergence.com/hubfs/site-files/global/logo-crossvergence.svg" }, "name" : "CrossVergence" } } ```