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Complex Problem Solving Will be the Primary Function of the Contact Centre in 2020

What-will-be-the-primary-function-of-the-contact-centre-in-the-Year-2020

Published On: 6th Jan 2014 10:07 - Modified: 18th Feb 2020

According to our poll, 47% of industry professionals believe that complex problem solving will be the primary function of the contact centre in the year 2020.

Poll – What will be the primary function of the contact centre in the Year 2020? – answers

Inbound, transactional contact handling – 8%
Complex problem solving – 47%
Cross sell/upsell – 11%
Proactive outbound contact – 20%
Complaint handling – 14%

Source: Call Centre Helper webinar: Contact Centre of the Future Sample size – 291 Date: September 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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