Together with ContactBabel, we recently conducted a survey of over 100 UK contact centre decision makers. Encouragingly, we found that 71% of leaders believe their advisor morale to be “good” or “very good”. October 17, 2017 12:31 PM
Intelecom has sponsored ‘The Interaction Routing’ chapter of The UK Contact Centre Decision-Maker’s Guide 2015 (13th edition), published last month by contact centre analysts ContactBabel. January 7, 2016 2:00 PM
Based on detailed interviews with over 200 UK organisations, the 18th edition of "The UK Contact Centre Decision-Makers' Guide" - the largest study of UK customer contact - is now available, free of charge from http://www.contactbabel.com/reports.cfm
November 15, 2018 3:09 PM
"UK Contact Centre Verticals: Insurance" - free report contains benchmarking statistics; sector size, structure and growth; technology usage and investment; salaries, attrition and absence; and the effect of Brexit and digital channels. http://www.contactbabel.com/united-kingdom.cfm
November 8, 2018 10:42 AM
For our US followers, here're a few 2003 - 2018 comparisons looking at operational benchmarks.
September 19, 2018 3:30 PM
Here's a quick comparison of a few multichannel/omnichannel stats from 2003 and today, for the UK.