Contact Centre Professionals: Just 20-39% of Traffic Will Come From Calls in 2020


The majority of contact centre managers believe that 20-39% of their traffic will come from phone calls in 2020.

Poll – In 2020, What percentage of your traffic will be phone calls? – answers

0  – 19%: 11%
20 – 39%: 43%
40 – 59%: 33%
60 – 79%: 11%
80 – 100%: 1%

Source: Call Centre Helper Webinar: Contact Centre of the Future   Sample size – 196

Published On: 20th Aug 2015 - Last modified: 19th Apr 2017
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