UK Contact Centre Decision-Maker's Guide 2018-19

The UK Contact Centre Decision-Maker's Guide 2018–19 (16th edition) is the major annual report studying the performance, operations, technology and HR aspects of UK contact centre operations.

The report identifies the following major issues that affect the contact centre industry, and for each offers analysis of the primary research data and the identification of solutions:

  • 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

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