Only 20% of Contact Centres have a Digital Transformation Roadmap

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

Published On: 5th Aug 2016 - Last modified: 23rd Sep 2019
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