UK call centres are expected to increase spending on technology by over 25 per cent in the next twelve months, according to new research from reseller Communio Networks.
A fifth of the 220 call centre managers interviewed are planning to increase spending by 50 per cent, while only three per cent believe they will invest less in technology.
Nadahl Shocair, chief executive at Communio Networks, said: “It’s great news for our industry that a good portion of the sample of managers we spoke to are planning to increase their IT spend next year – with some looking to invest as much as 50 per cent more than this year.
"The priority now must be to identify those areas that can provide a strong improvement to the performance of the call centre and the customer experience, while providing the necessary return on investment to keep the Finance team happy," added Shocair.
Other findings from the research found that 28 per cent of contact centres said that their technology investment has been static over the past year and only 39 per cent of contact centres are IP-enabled, although 44 per cent believed that IP had the greatest impact on contact centres in the last three years.
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