AI has shaped the strategic narrative for everyone this year – from the technology vendors weaving new features into their product offerings and the contact centre leaders rethinking what great CX looks like, right through to the agents facing a new chapter of possibilities in augmentation and automation – redefining daily life on the frontline.
Yet AI is not a silver bullet, and many industry challenges persist, as contact centre professionals grapple with the hype vs. the reality of where it can truly make a difference.
That’s why we’ve surveyed Call Centre Helper readers yet again, throughout summer 2024, to uncover the latest and most exciting contact centre insights in our annual survey.
Run in partnership with Five9, Jabra, NICE, Sabio, Scorebuddy, and Zoom, our survey focuses on key elements of the contact centre, including Advisor Experience and Engagement, Artificial Intelligence, Customer Experience, Headsets, Quality Assurance, Workforce Management, and more!
Over 200 contact centre professionals got involved and completed our survey, and we’re delighted to share what they had to say…
You can download the full Call Centre Helper survey report ‘What Contact Centres Are Doing Right Now‘ here.
Author: Jo Robinson
Reviewed by: Rachael Trickey
Published On: 1st Oct 2024
Read more about - Latest News, benchmarking, Five9, Jabra, NICE CXone, Sabio, Scorebuddy, survey, Zoom
