The UK Contact Centre Decision-Makers’ Guide

The "UK Contact Centre Decision-Makers' Guide (2024 – 21st edition)" is Contact Babel’s annual report studying the performance, operations, technology and HR aspects of UK contact center operations.

Taking a random sample of the industry, a detailed structured questionnaire was answered by 225 contact center managers and directors in October and November 2023. Analysis of the results was carried out in November & December 2023. The result is the 21st edition of the largest and most comprehensive study of all aspects of the UK contact center industry.

This White Paper is taken from the “Multichannel Workforce Management” chapter of the report, sponsored by Calabrio.

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Research Report

UK CC Decision-Makers' Guide - The Multichannel Workforce Management chapter