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Majority of Contact Centres not able to Recognise Customers across All Channels

Published On: 22nd Jul 2016 08:00 - Modified: 23rd Sep 2019

The majority of contact centres aren’t yet able to recognise customers across all communication channels.

Poll – “Are you able to recognise customers and understand their business context across all communication channels in your contact centre?” – answers

Yes – 47%
Partially – 39%
No – 14%

Source: Call Centre Helper Survey – How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition) Sample size – 350+ Date: March 2016

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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