Cookie Settings

Request a demo

Get access to all the tools and information necessary for the customer's life cycle at Odigo by heading to our client portal

Odigo Client Portal

The UK Contact Centre Decision-Maker’s Guide 2024 

The 21st edition of ContactBabel’s annual report, sponsored by Odigo

In the rapidly evolving landscape of customer interactions, staying ahead is not just an advantage—it’s a necessity. ContactBabel’s report is full of rich data analysis and industry trends. It’s a chance to take a step back, reevaluate your customer service roadmap and develop forward-thinking strategies.

Crafted to provide an objective lens the 21st edition of the UK Contact Centre Decision-Makers’ Guide sheds light on how to:  

  • Efficiently orchestrate omnichannel customer journeys, ensuring a seamless experience that fosters loyalty and satisfaction. 
  • Harness innovation to stay aligned with, or ahead of, shifting customer expectations and technological advancements. 
  • Scale operations with precision, utilising AI and analytics to refine resource distribution and enhance overall performance.

Why should you download the 2024 UK Contact Centre Decision-Maker’s Guide? 

If you’re ready to take the next step in your contact centre’s journey to customer-centric success, arm yourself with all the data you need: 

  • Is omnichannel a widely adopted channel strategy?
    Only 31% of contact centres are omnichannel, though in one vertical market, it’s actually 75%.
      
  • Do all contact centres offer self-service?
    11% of contact centres (on average) do not leverage any of the commonly used self-service touchpoints.
     
  • As emails make up 19.4% (on average) of inbound interactions, are contact centres starting to leverage AI? 
    Only 8% of contact centres are using AI to respond or suggest responses.
      
  • As a strategy, personalisation is seen as important so are calls being widely personalised?
    28% of contact centres haven’t implemented well-known pre-call personalisation actions.  

To keep pace with competitors and customer expectations simply complete the form and download the report

icon icon