Primary drivers of growth of contact centers worldwide 2016

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

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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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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.
Show more
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