New Study Shows How Contact Center Focus Is Changing & Evolving

Survey findings reveal that today’s contact centers are driven more by customer experiences, and chat and social are playing increasingly important roles

The Right Call, which reports on the latest contact center industry communications, recently published this post that includes some key takeaways from the Deloitte Global Contact Center Study—which provides insights culled from a 2017 survey of over 450 call center leaders.

Here are some statistics on how contact centers are evolving from the study that were highlighted in The Right Call post:

  • 88% of contact centers say customer service/experiences are the main driver of growth (up from 71% in 2015)
  • Phone contact is expected to fall from 64% to 47% over the coming years, while chat and social media will expand as channels for customer engagement
  • Contact centers note advanced analytics (66%) and voice of the customer (54%) as top emerging capabilities they seek to invest in over the next two years
  • 73% of contact centers say they will use analytics to better align staff over the next 2 years

To view more insightful stats from the Deloitte Global Contact Center Study, check out the full post from The Right Call.