Deloitte's 2015 global contact center survey

Key insights

​Read the key findings of Deloitte’s 2015 global contact center survey, which represents more than 300 contact centers across the globe.

Executive summary

Survey respondents represent organizations from 12 different industries, headquartered in 14 countries and operating in five continents. ​The majority of respondents operate multi-site contact centers averaging more than 100 representatives.

What does the future hold for contact centers? Results show that contact centers continue to grow, both in size and strategic importance. 85 percent of organizations surveyed view customer experience provided through the contact centers as a competitive differentiator. 50 percent of organizations surveyed believe that the contact center plays a primary role in customer retention.

Explore the executive summary to discover more key findings from the 2015 survey.

Top 10 insights

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