This statistic shows the primary drivers of growth for contact centers worldwide as of December 2016. During the survey, 88 percent of contact center industry leaders said their organization's main driver of growth was customer experience and expectations.
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This statistic shows the primary drivers of growth for contact centers worldwide as of December 2016. During the survey, 88 percent of contact center industry leaders said their organization's main driver of growth was customer experience and expectations.
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| Share of respondents | |
|---|---|
| Customer experience/ expectations | 88% |
| Improvement of service | 73% |
| Growth of business | 43% |
| Expansion in scope of services/ products | 36% |
| Increased strategic importance | 35% |
| Competitive pressure | 29% |
| Expansion of operational footprint | 16% |
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