Visionary Voices: How Are European Organisations Changing Their Sales Approach in the Contact Centre?
We’re in a moment of significant change for commercial contact centre operations. The European Customer Contact Alliance (ECCA) Visionary Voices report draws on the experiences of senior leaders from across the continent and vital quantitative data to explore the future of selling via the contact centre.
Shifting customer expectations, the rapid advancement of AI, diverging regulatory environments and sustained macroeconomic pressure are all reshaping how organisations sell – at a point when the contact centre’s role in revenue generation is itself actively evolving.
This research report deep-dives how the contact centre’s commercial role is expanding beyond discrete sales moments to span the full customer lifecycle and that human interaction in sales remains critical. It also analyses why data remains the foundation of effective selling, and why revenue growth is increasingly coming from selling through service as well as direct selling.
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