The 14^th edition of ContactBabel‘s annual ‘UK Contact Centre Decision-Makers’ Guide’ has been released by the industry analyst firm, which focuses on the operations, performance, technology and HR aspects of UK contact centre operations.

Based on a random sample of the industry, a detailed questionnaire was presented to 216 contact centre directors and managers to complete between June and August 2016, and analysis of all collected responses was conducted in September.

Six ‘major pain points’ were identified throughout the report: strategic decisions; increasing profitability; improving quality and performance; HR management; maximising efficiency and agent optimisation; and new media and the customer of the future. Each ‘pain point’ is allocated its own section, and solutions to solving each issue – with analysis of the primary research data – are provided.   

Access the full report here