The UK Contact Centre Decision-Maker's Guide 2020-21

The "UK Contact Centre Decision-Makers' Guide (2020/21 - 18th 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 233 contact centre managers and directors in September and October 2020. Analysis of the results was carried out in November 2020. The result is the 18th 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