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
Author: Jo Robinson
Published On: 6th Jan 2014 - Last modified: 18th Feb 2020
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