Complex Problem Solving Will be the Primary Function of the Contact Centre in 2020

According to our poll, 47% of industry professionals believe that complex problem solving will be the primary function of the contact centre in the year 2020.

Poll – What will be the primary function of the contact centre in the Year 2020? – answers

Inbound, transactional contact handling – 8%
Complex problem solving – 47%
Cross sell/upsell – 11%
Proactive outbound contact – 20%
Complaint handling – 14%

Source: Call Centre Helper webinar: Contact Centre of the Future     Sample size – 291     Date: September 2013