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

The "UK Contact Centre Decision-Makers' Guide (2020/21 edition)" is the major annual report studying the performance, operations, technology and HR aspects of UK contact centre operations. A detailed structured questionnaire was answered by 233 contact centre managers and directors and the result is the 18th edition of the largest and most comprehensive study of all aspects of the UK contact centre industry.

Download this report and discover the major pain points and issues that affect UK’s contact centre industry, including:

  • 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 the UK Contact Centre Decision 2020-21 Maker's Guide

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