Digital Channels Have Been the Most Influential Contact Centre Trend


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

Published On: 2nd Mar 2016 - Last modified: 23rd Sep 2019
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