ContactBabel Report

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

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.