The UK Contact Centre Decision-Maker’s Guide 2018-19 (16th edition)
“The UK Contact Centre Decision-Maker’s Guide 2018-19 (16th edition)” report sponsored by Cirrus, is the major annual report studying the performance, operations, technology and HR aspects of UK contact centre operations.
“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
- HR Management
- The Customer Experience
- Strategic Directions.