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UK Contact Centre Decision-Makers' Guide 2017-18
UK Contact Centre Decision-Makers' GuideLeading contact centre analyst firm, ContactBabel, has released their 15th major annual report on the state of the UK contact centre industry. The 2017/18 “UK Contact Centre Decision-Makers’ Guide”, now in its 15th year, studies the performance, operations, technology and HR aspects of UK contact centre operations. The report provides an independent and objective analysis on seven key challenges affecting the industry, based on surveys of 218 contact centre leaders:
1. Improving Quality and Performance
2. Maximising Efficiency and Agent Optimisation
3. Digital, Cloud and the Customer of the Future
4. Outbound and Proactivity
5. HR Management
6. The Customer Experience
7. Strategic Directions

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