Call centers are undergoing a period of rapid change that is driven by a number of technological and demographic transformations. Millennials, and to some degree Generation ’X’, desire to communicate with organizations electronically driving adoption of new agent channels. Businesses, still wary of the recent recession, are looking to reduce costs and improve scalability and flexibility. Meanwhile, new technologies and software are allowing call center leaders to turn massive amounts of data into actionable intelligence.
Evolve IP’s 2016 survey of 168 North American Call Centers has declassified the numbers behind these changes and uncovered key insights into call center trends including: