What are the main drivers of growth within your contact center(s)?

Primary drivers of growth of contact centers worldwide 2016 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/ expectations88%
Improvement of service73%
Growth of business43%
Expansion in scope of services/ products36%
Increased strategic importance35%
Competitive pressure29%
Expansion of operational footprint16%
Share of respondents
Customer experience/ expectations88%
Improvement of service73%
Growth of business43%
Expansion in scope of services/ products36%
Increased strategic importance35%
Competitive pressure29%
Expansion of operational footprint16%
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Description Source More information
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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Release date
June 2017
Region
Worldwide
Survey time period
November to December 2016
Number of respondents
450 respondents
Special properties
Contact center executives
Supplementary notes
The source does not specify a type of survey or age of the respondents.

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