2021 Contact Centre Report by 8×8
Many contact centres are currently undergoing transformation but challenges with communication and collaboration still linger. Our partner 8×8 recently conducted a survey of 400 US and UK contact centres and customer experience leaders. Here are seven statics from the 2021 State of the Contact Centre Report:
- Cloud-based contact centres have now become the majority, with 75% of contact centres are now operating in the cloud (44% fully, 31% hybrid).
- In 2020, it was found that 69% of agents were working in a physical office. However, in 2021, that number had been reversed, with 64% of agents now working remotely.
- Contact centre leaders anticipate there will be a hybrid working environment long-term, with 53% of agents working in office and 47% working remote.
- Employee satisfaction has become a top KPI for contact centres with 49% of them considering this KPI among the top 5 most-used measurements.
- Internal communications silos are still considered a top challenge for contact centres with 64% of leaders considering this a significant or moderate challenge.
- The top three reasons agent productivity challenges due to communication silos are multiple system logins (54%); challenges with accessing subject matter experts in a timely manner (51%); and the inability to access subject matter experts across the organisation in a timely manner (50%).
- 50% of contact centre leaders say communication silos and system complexity are having a negative impact on their customer satisfaction. 55% of this segment say the negative impact on CSAT is moderate to extreme.
Blog by our partner 8×8. Click to download the 2021 State of the Contact Centre Report or watch the report reveal webinar.
