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  • Contact & customer service centres: 2020 buying trends revealed

    960 640 Stuart O'Brien

    Agent Coaching & Monitoring, Artificial Intelligence and Call Centre Technology top the list of solutions the UK’s leading contact centre and customer services professionals are sourcing in 2020.

    The findings have been revealed in the lead up to the Contact Centre & Customer Services Summit which takes place on April 27th & 28th at the Radisson Blu, London Stansted.

    Delegates registering to attend the event have been asked which areas they needed to invest in during 2020 and beyond.

    A significant 60% are looking to invest in Agent Coaching & Monitoring, with 58% sourcing AI solutions.

    Just behind were Call Centre Technology (49%), Staff Incentives & Motivation (46%), Web Self Service/Web Chat (42%) and Call Handling (40%).

    % of delegates at the Contact Centre & Customer Services Summit sourcing certain products & solutions (Top 10):

    Agent Coaching & Monitoring – 60%
    Artificial Intelligence – 58%
    Call Centre Technology – 50%
    Staff Incentives & Motivation – 46%
    Web Self Service/Web Chat – 42%
    Call Handling – 40%
    Multi-Channel Comms/Integration – 40%
    Training & Development – 40%
    Staff Wellbeing – 38%
    IVR – 36%

    To find out more about the Contact Centre & Customer Services Summit, visit https://contactcentresummit.co.uk.


    Stuart O'Brien

    All stories by: Stuart O'Brien

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