Only 20% of Contact Centres have a Digital Transformation Roadmap

According to our poll, only 42% of contact centres either already have a digital transformation roadmap or are in the process of developing one.

In fact, a third of contact centre professionals are not even thinking about developing a digital transformation roadmap – or know what one is.

Poll – “Do you have a digital transformation roadmap?” – answers

• Yes – 20%
• We’re in the process of developing one – 22%
• No, but we’re thinking about it – 23%
• What’s a digital transformation roadmap? – 35%

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