The Ecosystem of 59% of Contact Centres Can Adapt as Customer Needs Change 359 Filed under - Archived Content, Performance Management, Polls, Quality According to our poll, nearly 60% of contact centres have an ecosystem which can adapt to the changing needs of the customer. Furthermore, 42% of contact centres now have an ecosystem that allows for a front-line view of quality to influence decisoions. Poll – “Do You Currently Match the Perfect P and Q Ecosystem Which?” – answers Requires a flexible mind-set culture and avoids the tick box – 27% Empowers a culture of people being listened to – 34% Enables front line view of quality to influence decisions – 42% Has the flexibility to adapt as customer needs change – 59% (Multiple answers were allowed during this poll, so the total does not add up to 100%.) Source: Call Centre Helper webinar: Best Practices in Performance and Quality Management Sample size – 114 Date: October 2014 Author: Megan Jones Published On: 12th Nov 2014 - Last modified: 18th Sep 2019 Read more about - Archived Content, Performance Management, Polls, Quality Related Reports Guide: 120 Day Roadmap to Auto QA ROI eBook: Improving Customer Experience and NPS Through Quality Assessment eBook: Understanding Call Center Quality Assurance Frameworks eBook: If Your Contact Center Uses Spreadsheets Read This 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