Contact Center Insights That'll Surprise You

Hanna Walther, Ytel |  

Earlier this year, Deloitte published a Top 10 Insights Report  from contact center organizations in 12 different industries, mostly those in multi-site operations with more than 100 representatives. Results forecast the inevitable growth and change of contact centers, amongst the technology that we're all adapting, including SaaS-based solutions and a heavy emphasis on channel integration. Deloitte 2015 Contact Center Insights

Earlier this year, Deloitte published a Top 10 Insights Report  from contact center organizations in 12 different industries, mostly those in multi-site operations with more than 100 representatives. Results forecast the inevitable growth and change of contact centers, amongst the technology that we're all adapting, including SaaS-based solutions and a heavy emphasis on channel integration. Deloitte 2015 Contact Center Insights

A few interesting insights:

- Channel integration continues to struggle. 30% of surveyors had not even partially integrated their channels. 

- Employee satisfaction and engagement are more important than ever. 3 in 4 surveyed contact centers measure their employee satisfaction. 

- Industry trends continue to shape contact center evolution. 75% of Health Care Providers surveyed view customer experience provided through the contact centers as a competitive differentiator. 

 What stood out to you in this report? Leave us a comment! 

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About The Author

Hanna Walther, Ytel

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Hanna manages Ytel's Communications strategy and has worked in Marketing for five years. She has a Master's in Communications and is passionate about connecting customers and businesses by building authentic relationships online.


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