Deadline Extended for Completing Research Survey

Organisations with 10 or more UK agent positions are invited to take part in Britain’s largest contact centre and customer service research programme.

Respondents to the survey will receive an early copy of the final report, free of charge, by participating in the online, 100%-confidential research programme. Findings will be made exclusively available to participants in September, before the report’s official launch.

The 14th edition of ContactBabel’s annual 350-page “UK Contact Centre Decision-Makers’ Guide” covers all elements of customer contact – such as social media, customer satisfaction, salaries, HR issues, budgets, technology and strategy – with new sections on omnichannel, agent engagement & gamification, PCI DSS compliance and web chat.

A bonus report will also be sent – “The 2016 UK Contact Centre HR & Operational Benchmarking Report” – which gives in-depth analysis of salaries, absence & attrition and performance benchmarking, segmented by vertical market and contact centre size. This report otherwise costs £295 + VAT to purchase.

The deadline for completing the survey has been extended to Friday August 12th 2016.