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

Published On: 20th Aug 2015 12:13

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

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

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

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