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: Call Center
About Foram Joshi
Foram works as a Product Marketing Manager at Evolve IP. She builds marketing strategies, conducts competitive analysis and drives campaigns to generate leads and increase revenue. Foram has been a part of the Telecommunication industry for the past 8 years. Foram's educational qualifications include a M.S in Telecommunications, a MBA in Marketing Management & Human Resource Management, and a Bachelor's in Electronics and Communication Engineering.
