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Latest Contact Center Trends

January 23, 2019 / Foram Joshi

As we enter the new year, most businesses have a new strategy in place to accomplish their 2019 contact center goals. We recently conducted a survey of 163 contact center professionals to gather data on the top trends & market landscape. The survey results revealed some fascinating statistics that might help you understand most contact center’s investment priorities, challenges, top technologies, etc. This video provides a sneak peek into the highlights that came out from the survey results such as:

  • 9 in 10 contact centers have already moved to the cloud or are planning to move to the cloud this year
  • 40% of contact centers wish they had an omnichannel technology
  • 60% of contact centers reported downtime in the last 12 months
  • The main concern of 34% of respondents was the inability to properly monitor agent activity
  • 33% of contact center professionals noted CRM integrations as their top investment priority

Click here to download the full 2018 Contact Center Survey Report (complimentary for the first 100 users)!

Categories: Contact Center
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    – Ken Schultz CIO of Ogletree Deakins

  • Financial advisory firm enables employees to Work Anywhere with an integrated platform

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    “The transition has been almost seamless to our folks, working from home full time. My team looks like heroes right now.”

    Ryan Easter, Director of IT and Principal at Johnson Investment Counsel

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