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 21st 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.