Så här i början av året brukar det vara populärt att framtidsspana – något som även den norska kontaktcenterleverantören Puzzel passat på att göra i sin rapport ”2024: Status för kontaktcenterbranschen”. Puzzel har sammanställt svaren från 750 kontaktcenterchefer i Europa i sin rapport.
Puzzel: här är kontaktcentertrenderna du måste ha koll på
kontaktcenter Norska Puzzel har frågat 750 europeiska kontaktcenterchefer vilka utmaningar och områden som formar framtiden för deras verksamheter.

Någonting är fel
Du är inloggad som prenumerant hos förlaget Pauser Media, men nånting är fel. På din profilsida ser du vilka av våra produkter som du har tillgång till. Skulle uppgifterna inte stämma på din profilsida – vänligen kontakta vår kundtjänst.
Techtidningen premium
Läs vidare – starta din prenumeration
Redan prenumerant? Logga in och läs vidare.
Det visar sig bland annat att 76 procent av deltagarna i undersökningen har sett ett ökat antal kundärenden under det senaste året och att traditionella kanaler som telefoni och e-post fortsätter att stå för en stor del av de inkommande ärendena.
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