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2017 Call Center Trends & Market Landscape Survey

Evolve IP

Presented By: Evolve IP

2017 Call Center Trends & Market Landscape Survey  

Talk about interesting data! We recently conducted a survey of 144 call center professionals to gather data on the top trends & market landscape. The survey results revealed some fascinating statistics. Here are a few highlights:

  • 6 in 10 experienced downtime in their call center in the last 12 months
  • Multi-channel and Metrics/Reporting are the top 2 investment priorities
  • 62% stated that workforce management is the solution that adds most value to their business
  • 4 times as many premise systems reported uptime was an issue compared to cloud solutions
  • Insufficient reporting & analytics continues to be the biggest call center challenge

We released the survey at the Call Center Week last month and got rave reviews.

Click here to download your free copy here.