UKCCF 2018 Digital Survey




35% of contact centres still don’t have the technology to support  multiple customer contact channels according to new survey


UKCCF Digital Survey WhitePaperWokingham, UK, 3rd December 2018.  The digital technology revolution is in full swing, and UK organisations are rapidly introducing new contact channels in order to meet the growing demand for always-on multi-channel service, according to the latest UK Contact Centre Forum (UKCCF) Market Study.

According to the 2018 UKCCF Digital Survey, conducted online amongst 102 UK contact centres:

  • Only 60% of contact centres currently support customer contact via web chat, 56% via Twitter, 41% via SMS and 20% via LinkedIn
  • 19% of contact centre advisers still support just a single contact channel
  • Only 30% of organisations can identify who is making contact and automatically route them through to the best (live or automated) resource
  • Only 15% use artificial intelligence technology in their contact centre

However, there is still a long way to go before organisations can say that they are truly meeting the needs of today’s digital consumers across multiple channels. The Study revealed several perceived barriers to delivering effective omni-channel service including a lack of advisor training, and an inability to integrate the communications channels that they do support.

Achieving omni-channel customer service is an admirable objective.  For most contact centres, however, it is still more of a goal than a reality. While some are moving towards omni-channel at a rapid rate, others are moving more cautiously, tied down by integration, process, training and other issues – or simply by financial constraints. Indeed, 35% of organisations still don’t have the technology to support multiple customer contact channels.

“Our survey set out to establish how prepared organisations are for their digital customers” said Trevor Butterworth, CEO, UKCCF.  “How equipped are they to deliver joined-up customer experiences across multiple contact channels?  Do they really have a 360 degree view of their customers?  And how well equipped are front line advisors to deliver personalised service, whatever the channel?”

“The Market Study showed that while many of these issues are now being addressed, there is still a long way to go before organisations can say that they are truly meeting the needs of today’s digital consumers across multiple channels.”

To download an Executive Summary of the 2018 UKCCF Digital Survey, please go to




About the UK Contact Centre Forum

Comprising six regional user groups, the UKCCF provides a platform for call centre and customer service professionals to meet and share ideas at a local level.  Monthly Executive Club meetings and Networking Seminars present the latest customer contact thinking and strategy – while Contact Centre Monthly acts as an online resource for the customer service community. The website features the latest industry news, incentive ideas, events listings, team and individual profiles, articles on strategy and technology, plus much more.


Media contact

Michael Gray, UKCCF

T: +44 (0)20 8224 2315[/vc_column_text][/vc_column][/vc_row]

Categories: Research Papers