Artificial intelligence, multichannel communications and web self-service/web chat top the list of solutions the UK’s leading call centre professionals are sourcing in 2018.
The findings have been revealed by the Call Centre & Customer Services Summit after delegates attending the event were asked which areas they needed to invest in during 2018 and beyond.
39% were looking to invest in AI, with 37% sourcing Multi-Channel Communications/Integration solutions. Just behind were Web Self Service / Web Chat, Call Centre Technology and products that offer a Single View of the Customer.
“It’s no surprise that AI tops the list of areas our delegates were most interested in,” said Call Centre & Customer Services Summit Event Manager Gayle Buckland. “But the full table provides a valuable insight into trends within the customer service sector.”
% of delegates at the Call Centre & Customer Services Summit sourcing certain products & solutions (Top 10):
Artificial Intelligence – 39%
Multi-Channel Communications/Integration – 37%
Web Self Service / Web Chat – 37%
Call Centre Technology – 35%
Single View of the Customer – 33%
Social Media – 33%
Agent Coaching and Monitoring – 31%
Analytics – 31%
Virtual Call/Contact Centres – 31%
Display Boards – 30%
To find out more about the Call Centre & Customer Services Summit, visit www.contactcentresummit.co.uk.