The UK Contact Centre Decision-Maker’s Guide 2020–21

Contact Centres Environment

In 2020, ContactBabel (the leading analyst firm for the contact centre industry) conducted a large-scale research to shed light on the trends and challenges in contact centres. This whitepaper presents the summary and analysis of the results of a survey including over 200 interviews with UK contact centres. The report discusses insights on performance, technology, HR, and strategic direction, and outlines important industry trends.

We, at Glue42, are proud to have supported the research and sponsored the Agent Desktop Automation chapter in the report.

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