Changing Business Perceptions of the Contact Centre Related Articles 8 Things to Remember When Changing Contact Centre Business Processes The Rise Of Chatbots: How AI Is Changing Customer Service 2020 Survey Report: What Contact Centres Are Doing Right Now How is SIP changing the contact centre? 540 Filed under - Contact Centre Research, Akixi, NICE, Nuance, Odigo, Poly, ProcedureFlow As part of our 2021 survey we asked our audience ‘How Is Your Contact Centre Perceived by the Rest of the Business?’ Read on to find out the results. The results taken from our survey report, “What Contact Centres Are Doing Right Now (2021 Edition)”, outline how the contact centre is perceived. Contact Centre Perception 2019 2020 2021 A Cost Centre 29.4% 23.6% 21.3% A “Necessary Evil” 13.7% 10.2% 11.1% A Nuisance 2.8% 2.6% 1.4% A Profit Centre 13.3% 22.3% 16.2% A Source of Customer Insight 37.3% 38.7% 47.7% A Source of Marketing Information 3.5% 2.6% 2.3% The graph below shows a visual comparison of this data: Discover more insights and charts like this in our report: “What Contact Centres Are Doing Right Now (2021 Edition)”. Looking at this information, we can see that the perception of the contact centre is becoming more positive. Internal Perceptions of Contact Centres Are Improving The percentage of industry professionals that believe their organization views the contact centre as a “source of insight” grew considerably within the last 12 months. While in 2020, 38.7% of participants reported this to be the case, this year that figure rose to 47.7%. This amounts to a growth of 23.3%. In addition, the percentage of contact centres that responded with more negative answers – such as “a cost centre”, a “necessary evil” and “a nuisance” – dropped sharply. Latest Survey Report These findings come from the survey report “What Contact Centres Are Doing Right Now (2021 Edition)”, featuring over 40 insights into contact centre operations. Download the latest survey report to get more great insights. The results of the survey were collected in July and August 2021, and we are delighted to publish this report in partnership with Akixi, NICE, Nuance, Odigo, Poly and ProcedureFlow. Source: Call Centre Helper Survey: What Contact Centres Are Doing Right Now (2021 Edition) Sample size – 224 Date: August 2021 Author: Robyn Coppell Published On: 26th Jan 2022 Read more about - Contact Centre Research, Akixi, NICE, Nuance, Odigo, Poly, ProcedureFlow Recommended Articles 8 Things to Remember When Changing Contact Centre Business Processes The Rise Of Chatbots: How AI Is Changing Customer Service 2020 Survey Report: What Contact Centres Are Doing Right Now How is SIP changing the contact centre? Related Reports eBook: Cut Contact Center Costs Without Straining Employees Report: The State of the Market for Workforce Engagement Solutions eBook: Hit Business Goals, Engage Agents, and Delight Customers eBook: Break Outdated WFM Paradigms Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter