Over Half of all UK Contact Centers Plan to Invest More in Omnichannel Capabilities


Content Guru, the leading cloud contact centre and customer engagement provider, has released the findings of a new industry survey ‘What Will Customer Service Look Like in 2029?  The research, conducted in partnership with the UK Contact Centre Forum (UKCCF), examines the top operational priorities for contact centres today – and how these are set to evolve before the end of the decade.


When asked to identify where they are currently investing the bulk of their effort and resources, 50% of UK contact centers identified improving contact channel choice for customers – web chat, email, self-service and social media – as being their primary business focus.

However, the report reveals that these ambitions to boost the effectiveness of customer-facing operations and upscale the customer experience are being hampered by a significant technology challenge. Just 41% of UK contact centers admit being able to handle all contact channels on one single unified platform.

Similarly, just 27% of contact centers have the systems in place that make it easy to utilize home-based agents as part of the workforce mix – and while 82% say they anticipate having some form of remote-workforce model in place by 2029, many will need to move faster to remain operationally effective in the current climate.

Evaluating which technology investments will be prioritized in the next one to three years, UK contact centers identified putting in place solutions to integrate multiple channels for seamless omni-channel capabilities (62%) as their number one priority, followed by intelligent routing systems (55%).

“The contact center as we know it is clearly evolving fast, and those organisations that have already moved to a cloud-based and fully integrated solution are finding it easier to adapt their operations at speed – introducing new channels and ways of working in response to the uptick in customer demand for ease of engagement in any channel they choose,” says Martin Taylor, Deputy CEO, Content Guru.

“These organisations are also taking advantage of intelligent routing technologies to maximize their workforce scheduling and automation capabilities – creating highly effective customer engagement hubs that deliver truly positive experiences.”

“The current coronavirus pandemic has seen many UK contact centers having to initiate new operational models that preserve the safety of employees at breakneck speed – with the result that more and more agents are being asked to work from home. Those organisations that have their services delivered via compliant and scalable cloud solutions are typically adapting to this new business-as-usual reality at pace, and with confidence.”

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