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