Thought leadership

New research in this week’s newsletter reveals that increasing channel choice for customers is becoming a top priority for UK contact centres while at the same time few have the ability to deploy a remote workforce in response to the current climate.

The ‘What Will Customer Service Look Like in 2029? research examines the top operational priorities for contact centres today – and how these are set to evolve before the end of the decade. When asked to identify where they are currently investing the bulk of their effort and resources, half of UK contact centres identified improving contact channel choice for customers – web chat, email, self-service and social media – as being their primary business focus.

One in four contact centres have the systems in place that make it easy to utilise home-based agents as part of the workforce mix – while four in five say they anticipate having some form of remote-workforce model in place by 2029. Many will need to move faster to remain operationally effective in the current climate.

Some interesting stiff here reflecting the evolving role of the contract centre and the employee as well as the customer experience. This will be examined in detail at our upcoming 2020 Customer Engagement Summit later this year. A date for your diaries.

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