ContactBabel Report

The UK Contact Centre Decision-Makers’ Guide 2024 (21st edition)

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The “UK Contact Centre Decision-Makers’ Guide (2024 – 21st edition)” is the major annual report studying the performance, operations, technology and HR aspects of UK contact centre operations.
Taking a random sample of the industry, a detailed structured questionnaire was answered by 225 contact centre managers and directors in October and November 2023. Analysis of the results was carried out in November & December 2023. The result is the 21st edition of the largest and most comprehensive study of all aspects of the UK contact centre industry.

“The UK Contact Centre Decision-Makers’ Guide” 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, Call Blending and Proactive Customer Service
The Customer Experience
HR Management
Strategic Directions

Download your copy to find out more.