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UK Contact Centre Decision-Makers’ Guide

The 2020 annual ContactBabel Guide

The UK Contact Centre Decision-Makers’ Guide (2019/20 – 17th 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 contact centre managers and directors. Analysis of the results was completed, and the result is the 17th edition of the largest and most comprehensive study of all aspects of the UK contact centre industry.

Odigo is proud to sponsor the ‘Personalisation’ Chapter in the guide.

  • Improving quality and performance
  • Maximising efficiency and agent optimisation
  • Digital, cloud and the + of the future
  • Outbound, call blending and proactive customer service
  • Customer experience
  • Strategic directions
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Click here to download the Personalisation Chapter from the 2020 ContactBabel Decision-Maker's Guide.

Click here to download the full 471-page 2022 ContactBabel Decision-Maker's Guide.

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