US Contact Center Decision-Makers' Guide 2017

ContactBabel Report

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

ContactBabel's The US Contact Center Decision-Makers’ Guide - 2017 delivers insight and analysis with over 300 pages of research and 173 tables and figures, and identifies six of the major pain points and issues affecting the contact center industry:

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

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Key Takeaways:

  • Glean insights by industry, contact center size and contact center type
  • Learn about your peers' experiences, concerns and successes across the United States
  • Gauge where your organization stands in keeping pace with latest contact center innovations
  • Discover whether your agent incentive programs are really reducing attrition
  • Evaluate gamification! It's all the rage - or is it?  

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