A recent report, State of Contact Centres 2024: Part 1 – Trends, sheds light on the current landscape of contact centers in Europe. The report, based on a survey of 750 contact center leaders, highlights several key trends and challenges facing the industry.
One notable finding from the report is the increasing adoption of cloud-based solutions, with 43% of respondents indicating they are 'somewhat in the cloud.' Despite this progress, budget constraints remain a significant concern for 40% of respondents, raising questions about the pace of future changes.
Another critical issue highlighted in the report is the dissatisfaction among contact center leaders with data quality, integrations, and outdated systems. This lack of quality data is hindering the effectiveness of analytical and insight tools, as well as the integration of applications used in contact centers.
While there are challenges to address, the report also points to opportunities for brands to differentiate themselves through improved customer service and experience. Investing in employee growth and empowerment is crucial, but concerns about low pay and job fit are driving high attrition rates in the industry.
Brands that prioritize investment in their contact centers stand to benefit significantly, with research showing that those who make this shift experience substantial revenue growth compared to their competitors.
Overall, the report underscores the importance of addressing key challenges in the contact center industry to deliver better outcomes for customers, employees, and businesses alike.
