Essential Contact Centre Statistics for CX Fans

A collection of interesting facts and statistics from around the web

Essential Contact Centre Statistics for CX Fans

The total global user base of contact centre agent positions has remained relatively flat in recent years, declining by 1% in 2017. The weekly active free user base also exhibited strong growth through 2017, with 105 million users active.

Source: MZA Consultants

52% increase in contact center interaction complexity in next 2 years.

Source: Deloitte Global Contact Center Survey

By the end of 2019, 50% of all companies will have redirected investments into customer experience.

Source: Gartner

By 2022, profitability will replace customer experience as the CMO’s No. 1 strategic priority, reducing investment in marketing-funded CX programs by at least 25%

Source: Gartner

Findings from Aberdeen’s CX study reveal that 87% of firms struggle with managing customer conversations in a truly data-driven fashion.

Source: Aberdeen

31% of contact centres use employees based outside the physical contact centre to take calls.

Source: The UK Contact Centre Decision-Maker’s Guide 2017-18

88% of organisations expecting digital customer interactions to overtake voice by 2020.

Source: West

55% of companies use at least ten channels to interact with customers.

Source: CEM Executive’s Agenda 2017

UK contact centre industry is expected to shed over 32,000 jobs and see 300 contact centres close over the next 4 years, as a result of automated digital channel

Source: Contact Babel

Outbound calling activity has declined considerably to 21.4%, from 33.7% in 2004

Source: Contact Babel

Mobile customer service app penetration will grow to 62% by 2021

Source: Contact Babel



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