US Contact Center Decision-Makers' Guide 2016

ContactBabel Report

Performance, Operations, Technology and HR Aspects of US Contact Centers

ContactBabel's analyst report, The US Contact Center Decision-Makers’ Guide (2016), is the 9th annual edition of the largest and most comprehensive study of the American contact center industry, which directly employs over 5.5 million people.

Extended research areas for 2016 include Omnichannel, Mobile, Agent Engagement & Gamification, PCI DSS Compliance, Web Chat and more.

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Key Takeaways:

  • Improving quality and performance
  • Maximizing efficiency and agent optimization
  • New media and the customer of the future
  • Increasing profitability
  • Staffing management and strategic directions

Sneak Peek:

The need to measure and improve customer satisfaction, and its impact upon profitability, has become an obsession throughout the industry, which is positive for customers and businesses. A recent phenomenon has been the explosive growth in multichannel communications, and the rapid realization that customer contact must not exist in a siloed environment, but as part of an omnichannel strategy.


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