ContactBabel Report:

UK Contact Centre Decision-Makers' Guide

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Taking a random sample of the industry, a detailed structured questionnaire was answered by 226 contact centre managers and directors. Analysis of the survey resulted in the 17th edition of the largest and most comprehensive study of all aspects of the UK contact centre industry.

In this report, ContactBabel identifies seven of the major pain points and issues that affect the contact centre industry, along with specific solutions and analysis relevant to each

  • Improving Quality and Performance
  • Maximising Efficiency and Agent Optimisation
  • Digital, Cloud and the Customer of the Future
  • Outbound, Call Blending and Proactive Customer Service
  • HR Management
  • The Customer Experience
  • Strategic Directions

Within each section, specific solutions are identified that can be used to solve these issues, along
with the analysis of the primary research data that are relevant to this area.

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