What Contact Centres Are Doing Right Now

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Annual Contact Centre Survey from Call Centre Helper (2017 edition)

This report provides the latest, most valuable insights from 380 industry professionals. From widely used initiatives and metrics, to the technologies on every manager's wish list, we've uncovered common trends, and some surprises!

  • 80% believe customer expectations are growing - increasing demand on agents and technology
  • Interaction Analytics utilization is expected to increase - with key benefit being improved FCR
  • Webchat is trending to become the next mainstream contact channel


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