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

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

ContactBabel introduces 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 & October 2017.

This report , sponsored by Kura and Inisoft, 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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