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30th June 2022
We asked 224 contact centre professionals ‘Over the Next 5 Years, Which Trend Will Have the Biggest Impact on Contact Centres?’ This article looks at what they think will have the biggest impact over the next five years.
The results have been taken from the Future Innovations Chapter of our ‘What Contact Centres Are Doing Right Now’ 2021 survey report, which was sponsored by Akixi.
Trends that will have the biggest impact on contact centres over the next five years – results:
| Contact Centre Trend | Percentage |
|---|---|
| Artificial Intelligence | 34.1% |
| Cloud | 5.3% |
| Digital Channels / Self-Service | 26.5% |
| Improving the Advisor Experience | 10.0% |
| Hybrid Working | 17.6% |
| Managing Customer Data | 6.5% |
Over a third of survey participants (34.1%) believe that AI will be the biggest trend to impact contact centres within the next five years.
Such a percentage couples well with the earlier statistic that over half of contact centres already have an AI strategy in place.
The second most selected response was “digital channels / self-service”. 26.5% of respondents believe that this trend will have the greatest impact on contact centres.
The lowest percentage to feature within the pie chart is 5.3%. This figure represents the percentage of contact centre professionals that believe “cloud” will be the greatest trend to impact the industry.
With the rush to remote working in 2020, most contact centres have already moved to the cloud. So perhaps the technology is now – for most – a contact centre reality.
This survey was done in partnership with Akixi, NICE, Nuance, Odigo, Poly and ProcedureFlow.
To download the full copies of our ‘What Contact Centres Are Doing Right Now’ survey reports follow the links below:
You can also download the full copies of our ‘Is Your Contact Centre Delivering Exceptional Customer Service?’ survey reports by following the links below:
For more great information check out our other Contact Centre Research
Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.
She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
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