Digital Channels Have Been the Most Influential Contact Centre Trend 443 Filed under - Archived Content 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 Author: Megan Jones Published On: 2nd Mar 2016 - Last modified: 23rd Sep 2019 Read more about - Archived Content Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter