A Leader’s Perspective on the Contact Center Industry White Paper

Are You a Customer Service Leader or Laggard?

Part 1: A Leader’s Perspective on the Industry

ContactBabel carried out contact center research in the summer of 2017 with over 100 UK decision-makers. Job titles included contact center directors and managers, CX directors, and other senior customer contact decision-makers. This white paper reveals the results of this research, providing an examination of the current state of the contact center industry from a leader’s perspective.

Key findings in this white paper are:

  • 71% of contact center leaders believe their agents enjoy “good” or “very good” morale.
  • The number one factor leaders believe will boost agent morale is a higher salary. Interestingly, however, they do not believe this will improve agents' performance.
  • The top action leaders are taking to support their front-line agents is an investment in new technology.

Download your complimentary copy of Are You A Customer Service Leader or Laggard now.