US Contact Center Decision-Makers’ Guide 2017/2018

The “US Contact Center Decision-Makers” Guide 2017/2018, is the major annual report studying the performance, operations, technology and HR aspects of US contact center operations. Taking a random sample of the industry, a detailed structured questionnaire was answered by 218 contact center managers and directors between June and September 2017. Analysis of the results was carried out in September & October 2017.

The “US Contact Center Decision-Makers’ Guide” identifies seven of the major pain points and issues that affect the contact center industry:

  • Improving Quality and Performance
  • Maximizing Efficiency and Agent Optimization
  • Digital, Cloud and the Customer of the Future
  • Outbound and Proactivity
  • HR Management
  • The Customer Experience
  • Strategic Directions

Within each section, specific solutions are identified that can be used to solve these issues, along with the analysis of the primary research data that are relevant to this area, including a comprehensive statistical analysis in graphical and tabular form.

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