2016 Industry Report Released

The “UK Contact Centres 2016-2020: The State of the Industry & Technology Penetration” is now available. 

The report sheds light on how the contact centre industry is changing, based on hard data from ongoing primary research programmes. Areas covered include:

• The vertical markets that are on the up, and those which have been knocked down – and are staying down.
• Forecasts of agent positions, contact centres and jobs until 2020
• Market segmentations by 15 vertical markets, 7 size bands and 12 regions
• The penetration rates of 15 contact centre technologies, including webchat, mobile apps, cloud and interaction analytics, with forecasts until 2020
• The main priorities for technology investment in 2016 and beyond.

Based on data from thousands of UK contact centre operations, including hundreds of in-depth, confidential interviews about budgets, plans and investments, “UK Contact Centres 2016-2020: The State of the Industry & Technology Penetration” is the definitive picture of where we are today, and what the future holds for the industry.

The report is currently available for £950 + VAT – a saving of £300 on the normal price of £1,250. This offer expires on 31st January 2016. Purchasers will also receive a free copy of “The UK Contact Centre Decision-Makers’ Guide”, a major study of all aspects of contact centre operations, technology and processes.

Visit www.contactbabel.com to find out more.