Jaime Scott  |  January 20, 2016  |  General

What does the Contact Centre industry look like in 2016?

Business is entering into the ‘age of the customer’. Expectations from consumers are rising, and as technology levels the playing field amongst many competing organisations, the level of service they can deliver will become the key differentiator.

2016 proves to be a pivotal year, defining the role of the contact centre in delivering an outstanding customer experience - those who align business objectives with the needs of the customer will be those who undoubtedly triumph.

For many decades, the contact centre industry transformed rapidly to reflect the needs, preferences and behaviours of customers - so what exactly does the industry look like today?

Check out our latest infographic below in order to get a real feel for the state of the industry in 2016.


Feel free to share this infographic and use it on your site.

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Jaime Scott

Jaime Scott

Chief Executive Officer (CEO)

Jaime leads EvaluAgent in delivering people-focused software and services to our customers. After almost twenty years directing customer experience and workforce engagement programmes for some of the UK’s biggest brands, including EE, Barclays and M&S, Jaime’s mission is to make things easier for call centres to deliver a truly great customer experience.

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