Delivering this level of service customers is not always a simple task and contact centres are faced with a wide variety of challenges, which have in part been compounded by the pandemic of 2020, which has changed working practises and consumer habits. Additionally, the recent economic crisis which is driving individuals to seek roles with more opportunities, flexibility and better pay, a trend which is more frequently being referred to as ‘The Great Resignation’. This article explores 3 of the more common challenges faced by contact centres today and how technology can be used to help businesses to overcome them.