ITWeb's first ever contact centre survey is under way.
It aims to find out how local businesses prefer to interact with customers – do they choose to operate their own contact centre, or do they rather outsource this function to a third-party contact centre services provider?
The survey seeks participation from decision makers across major industry sectors, whether they already operate a contact centre or plan to establish one in the future, either on-prem or using a hosted solution.
We ask, among other things, what are the main considerations when selecting a hosted contact centre service provider, and whether a centralised or a distributed contact centre is preferred in terms of the agent locations.
It also examines the uptake of omnichannel communications, and if companies operate or plan to operate an omnichannel contact centre, which customer interaction channels and features are considered to be “must haves”.
A summary of the key findings, based on anonymised data, will be published on ITWeb.
By completing the questionnaire, you'll contribute to this local research project and stand a chance to win a Takealot voucher to the value of R3 000.
Complete the survey here.
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