Agent Coaching & Monitoring, Training & Development and Artificial Intelligence top the list of solutions the UK’s leading contact centre and customer services professionals are sourcing in 2021.
The findings have been revealed in the lead up to the Contact Centre & Customer Services Summit, which takes place on September 13th & 14th at the Queens Hotel in Leeds.
Delegates registering to attend the event have been asked which areas they needed to invest in during 2021 and beyond.
A significant 67.9% are looking to invest in Agent Coaching & Monitoring, with 50% sourcing Training & Development solutions.
Just behind were Artificial Intelligence (46.4%), Business Performance Improvement, Business Performance Improvement and Multi-Channel Comms/Integration (all 46.4%).
% of delegates at the Contact Centre & Customer Services Summit sourcing certain products & solutions (Top 10):
Agent Coaching and Monitoring 67.9%
Training & Development 50.0%
Artificial Intelligence 46.4%
Business Performance Improvement 46.4%
Multi-Channel Comms/Integration 46.4%
Online Live Chat 46.4%
Call Centre Technology 42.9%
Workforce Management/Optimisation 42.9%
Home Working 39.3%
Knowledge Management 39.3%
To find out more about the Contact Centre & Customer Services Summit, visit https://contactcentresummit.co.uk.