Just 13% of Contact Centres Have No Plans for a Personalisation Strategy


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

Published On: 20th Oct 2013 - Last modified: 18th Feb 2020
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