2016 is a pivotal year for the contact centre industry. Customer expectations are constantly on the rise, and new challenges facing today's contact centre leaders show no sign of disappearing.
Since its humble beginnings, the contact centre indusry has gone through innumerable and impactful transformations, and these days is a huge sector, with 6,200 contact centres in the UK, employing 734,000 agents.
So what does the industry look like today in the UK? What characterises this thriving sector?
This infographic from EvaluAgent examines statistics around:
- The industry at a glance.
- The typical contact centre.
- The rise of digital.
- Contact centre technology.
- Agent attrition.
About Neil Davey
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 15 years, including Internet Works, CXO magazine and Business Management. He joined Sift Media in 2007.