Majority of Contact Centres not able to Recognise Customers across All Channels

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The majority of contact centres aren’t yet able to recognise customers across all communication channels.

Poll – “Are you able to recognise customers and understand their business context across all communication channels in your contact centre?” – answers

Yes – 47%
Partially – 39%
No – 14%

Source: Call Centre Helper Survey – How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition) Sample size – 350+ Date: March 2016

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

Connect with Megan on LinkedIn

Majority of Contact Centres not able to Recognise Customers across All Channels

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