The Ecosystem of 59% of Contact Centres Can Adapt as Customer Needs Change

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According to our poll, nearly 60% of contact centres have an ecosystem which can adapt to the changing needs of the customer.

Furthermore, 42% of contact centres now have an ecosystem that allows for a front-line view of quality to influence decisoions.

Poll – “Do You Currently Match the Perfect P and Q Ecosystem Which?” – answers

Requires a flexible mind-set culture and avoids the tick box – 27%
Empowers a culture of people being listened to – 34%
Enables front line view of quality to influence decisions – 42%
Has the flexibility to adapt as customer needs change – 59%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper webinar: Best Practices in Performance and Quality Management Sample size – 114 Date: October 2014

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.

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