GEC NEWS WIREMore Organisations will introduce digital self-service channels into their businesses
Dimension Data’s annual Global Contact Centre Benchmarking Report (GCCBR) which surveyed 901 organisations in 72 countries across Asia Pacific, Australia, the Americas, Middle East & Africa, and Europe, predicts an increase in headcount in the global contact centre industry in the next two years. This follows the Group’s forecast that, over the next 24 months, organisations will introduce more digital self-service channels into their businesses to deliver a greater customer experience.
Adam Foster, Dimension Data’s Group Executive – Communications said, “Today, consumers want to engage with organisation over multiple digital and social media channels to achieve the results they want. And they’re happy to move effortlessly from one digital channel to another.”
Foster explains: “Based on these statistics, the number of employees and their skills will need to be increased, and those agents will require an increase in management and support levels. This is good news for the contact centre industry.”
