Over Half of Contact Centres are Still Running Their Channels in Silos

According to our poll, 58% of contact centres do not integrate any of there channels, with only 10% having the capability to move from digital to phone seamlessly.

Poll – How Integrated are your Communication Channels? – answers

Our Channels are not integrated – 58%
Single queue across all channels – 18%
We can move from Digital to Phone seamlessly – 10%
We offer Web Chat as a channel – 38%
All advisors can handle all channels – 18%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper webinar: The Top 5 Contact Centre Strategies     Sample size – 89     Date: January 2015