The UK Contact Centre Decision-Maker’s Guide 2024 

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 21^st 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