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Just 13% of Contact Centres Have No Plans for a Personalisation Strategy

Does-your-contact-centre-have-some-form-of-personalisation-strategy

Published On: 20th Oct 2013 08:08 - Modified: 18th Feb 2020

According to our poll, 87% of contact centres already have implemented, or have plans to implement, some form of personalisation strategy.

In addition, not one of the 100+ industry professionals surveyed admitted to dismissing the notion completely in their contact centre.

Poll – Does your Contact Centre have Some Form of Personalisation Strategy? – answers

We’re already doing it – 42%
In the plan for the next 12 months – 27%
On the horizon – 18%
No plans – 13%
We’ve rejected the idea – 0%

Source: Call Centre Helper webinar: Customer Experience: Making it personal Sample size – 138 Date: February 2013

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

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