According to our poll, only 42% of contact centres either already have a digital transformation roadmap or are in the process of developing one.
In fact, a third of contact centre professionals are not even thinking about developing a digital transformation roadmap – or know what one is.
Poll – “Do you have a digital transformation roadmap?” – answers
- Yes – 20%
- We’re in the process of developing one – 22%
- No, but we’re thinking about it – 23%
- What’s a digital transformation roadmap? – 35%
Source: Call Centre Helper Survey – How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition) Sample size – 350+ Date: March 2016
Author: Megan Jones
Published On: 5th Aug 2016 - Last modified: 23rd Sep 2019
Read more about - Archived Content, Polls
