New Survey Reveals Surprising Insights Into the Contact Centre Industry

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We reveal the results of our annual survey, with lots of surprising insights into the current state of the contact centre industry.

The survey report – entitled “What Contact Centres Are Doing Right Now (2020 Edition)” –  reveals lots of interesting results that show how the industry has transformed at the end of an extraordinary year, the most challenging year that many contact centres will have faced.

No doubt, it has been a year in which the industry has changed at an unprecedented rate, and we have been able to spot lots of key trends by comparing data to previous years.

With the help of over 300 survey respondents – made up of contact centre professionals – we’ve compiled lots of great insights by asking questions like:

  • What Initiatives Do You Currently Have in the Contact Centre?
  • What Technology Do You Have in Your Contact Centre?
  • What Barriers Stop You from Running Your Dream Contact Centre?

By downloading our report, you can compare your contact centre against what hundreds of other contact centres are doing, in terms of people, processes and technology.

In fact, the report covers a range of different contact centre themes and has chapters including: customer and contact centre trends, workforce management (WFM), speech analytics and cloud.

So, without further ado, just follow the link to download a free copy of our report: What Contact Centres Are Doing Right Now (2020 Edition)

The results for the survey were collected in September and October 2020, and we are delighted to publish this report in partnership with Business Systems, Jacada, Voci Technologies and Vonage.

Author: Robyn Coppell

Published On: 7th Dec 2020 - Last modified: 19th Oct 2022
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