Report: The UK Contact Centre Decision-Makers’ Guide 2016

The UK Contact Centre Decision-Makers’ Guide (2016 – 14th edition) is ContactBabel’s comprehensive annual report studying the performance, operations, technology and HR aspects of United Kingdom contact centre operations.

Taking a random sample of the industry, a detailed structured questionnaire was answered by 216 contact centre managers and directors. Analysis of the survey resulted in the 14th edition of the largest and most comprehensive study of all aspects of the UK contact centre industry.

In this report, ContactBabel identifies six of the major pain points and issues that affect the contact centre industry, along with specific solutions and analysis relevant to each:

• Improving quality and performance
• Maximising efficiency and agent optimisation
• New media and the customer of the future
• Increasing profitability
• HR management
• Strategic directions

Report sponsored by: Serenova