Evolve IP recently teamed up with partner CCNG to conduct “The Evolve IP-CCNG 2014 North American Call Center Survey”. We have just completed the analysis and are putting the final touches on the Survey Results Paper and accompanying infographic. The results were compiled from a mix of 197 call center professionals who participated in the web-based survey.
We examined the trends, concerns and spending in today’s call centers, specifically looking at such topics as
Cloud-based versus premise-based call centers; Disaster Recovery; Work from Home Programs; Downtime; and the Size of the Call Center. Here’s a preview of some of our findings:
77.5 percent of call centers are premise-based today.
70 percent of organizations using a premise-based call center presently plan to move to the cloud.Categories: Contact Center