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Digital Channels Have Been the Most Influential Contact Centre Trend

Published On: 2nd Mar 2016 10:12

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

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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