Latest industry report released

The “UK Contact Centres in 2014: The State of the Industry (11th edition)” is now available for download.

The report shows the reality of how the contact centre industry is changing, and includes:

• 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 2017
• Market segmentations by 15 vertical markets, 9 size bands and 12 regions
• The effect that multichannel is having on voice, self-service, email, web chat and social media volumes
• The main priorities for technology investment in 2014 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 in 2014: The State of the Industry (11th edition)” is a picture of where we are today, and what the future holds for the industry.

The report is currently available for £750 + VAT – a saving of over 30% on the normal price of £1,095 (until 31st January 2014). This offer also includes 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.