According to our poll, the development of digital channels has been the greatest contact centre trend over the past five years, with 44% of the vote.
Alternatives that our industry professionals could have chosen, included customer effort (24%), cloud technology (14%) and employee engagement (12%).
Poll – “Which trend has had the most profound impact on the contact centre over the past 5 years?” – answers
Digital Channels (Web Chat and Social Media) – 44%
Customer Effort – 24%
Cloud Technology – 14%
Employee Engagement – 12%
Outsourcing/ Homeshoring – 6%
Source: Call Centre Helper webinar: Call Centre of the Future Sample size – 122 Date: November 2015