One in 25 people working in the UK currently do so in a contact centre.
Some once argued that the rise of digital interactions and self-service would lessen the importance of the contact centre, but the exact opposite has been true.
There has been a 10% decline in outbound calling activity since 2004, but a steady rise in inbound contact via different channels.
In terms of brand experience, the role of the contact centre has only increased in importance. Here's some stats from the DMA and Granby Marketing Services explaining why (zoom to enlarge):
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This infographic really demonstrates the positive and negative side of contact centres, and the central place they occupy in customer experience. Backing this up, our own research found that contact centres could only answer 38% of questions emailed to them for example – hardly helping the overall experience. More on the Eptica findings here http://www.eptica.com/blog/how-good-experience-offered-uk-brands