The UK Contact Centre Decision-Maker's Guide 2017-18

ContactBabel’s “The UK Contact Centre Decision-Makers Guide 2017–18 (15th Edition)” is the major annual report studying the performance, operations, technology and HR aspects of UK contact centre operations.

Taking a sample of the industry, a detailed structured questionnaire was answered by 218 contact centre managers and directors between June and September 2017. Analysis of the results was carried out in September and October 2017.

This report, sponsored by Inisoft and Kura, identifies seven of the major pain points and issues that affect the contact centre industry:

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

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