Agent Coaching & Monitoring, Customer Insight and Staff Incentives top the list of solutions the UK’s leading customer experience professionals are sourcing in 2021.

The findings have been revealed following the recent virtual Contact Centre & Customer Experience Summit, which took place on July 6th & 7th.

Delegates registering to attend the event were asked which areas they needed to invest in during 2021 and beyond.

A significant 53.3% are looking to invest in Agent Coaching & Monitoring, with 47% sourcing Customer Insight Collection & Analysis solutions.

Just behind were Staff Incentives & Motivation (46.7%), Staff Wellbeing (43.3%), and Call Centre Technology (40%).

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

Agent Coaching and Monitoring 53.3%
Customer Insight collection & analysis 46.7%
Staff Incentives & Motivation 46.7%
Staff Wellbeing 43.3%
Call Centre Technology 40.0%
CRM 40.0%
Online Live Chat Systems 40.0%
Self Services 40.0%
Workforce Management/Optimisation 40.0%
Artificial Intelligence 36.7%

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