Kura
A Leader’s Perspective on the Contact Centre Industry White Paper

Are you a Customer Service Leader or Laggard?

Part 1: A Leader’s Perspective on the Industry

This White Paper is based upon the results of a survey by ContactBabel to over 100 UK contact centre decision-makers, carried out in the summer 2017. Job titles included contact centre directors and managers, CX directors and other senior customer contact decision-makers. The white paper examines the current state of the contact centre industry, from a leader’s perspective.

Key findings in this white paper have revealed:

• 71% of contact centre leaders’ believe their advisors enjoy “good” or “very good” morale.
• The number one factor leaders’ believe will boost advisor morale is a higher salary – interestingly though, they do not believe this will improve their performance.
• The top criteria leaders’ are taking to support their front-line advisors is an investment in new technology.

Download your complimentary copy of this report now.


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