Digital technology is fast transforming the global contact centre industry. Organisations now recognise customer experience (CX) as a key differentiator. It’s become the top indicator of strategic performance in the boardroom — it’s also the top driver for self and assisted-service contact channel options. Yet this year’s Global Contact Centre Benchmarking Report highlights that digital channels could be more powerful if shown more of a ‘human touch’.
These documents provide an overview of the content from the full 2016 Global Contact Centre Benchmarking Report, but at a Country/Regional level.