Resources are available for those migrating from Avaya to Genesys. Learn More

ContactBabel Research Report

The US Contact Center Decision-Makers’ Guide (2021)

The “US Contact Center Decision-Makers’ Guide (2021 – 13th edition)” is a major annual report studying the CX strategy, performance, operations and technology aspects of US organizations.

Taking a random sample of the industry, a detailed structured questionnaire was answered by 214 contact center managers and directors between September and November 2020. Analysis of the results was carried out in December 2020. The result is the 13th edition of the largest and most comprehensive study of all aspects of the US contact center industry.

Third-party White Papers, case studies and thought leadership pieces are also be referenced to assist readers who may wish to look more in-depth at specific areas or to gain another viewpoint.

Download your copy here.

Get the guide

Screen Shot 2021-01-19 at 10.03.48 AM