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The UK Contact Centre Decision-Maker’s Guide (2020/21)

Improving customer experience has become a priority for many organizations. But, to do this, organizations must first work to improve their contact center operations. Download our annual report to learn about the performance operations, technology, and HR aspects of UK contact center operations.

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In the guide you will find answers to seven of the major pain points and issues that affect the contact centre industry:

  • Improving Quality and Performance
  • Maximising Efficiency and Agent Optimization
  • Digital, Cloud and the Customer of the Future
  • Outbound, Call Blending and Proactive Customer Service
  • The Customer Experience
  • HR Management
  • Strategic Directions