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UK Contact Centre Decision-Maker’s Guide

The “UK Contact Centre Decision-Maker’s Guide (2017/18 – 15th edition)” is the major annual report studying the performance, operations, technology and HR aspects of UK contact centre operations.

Taking a random sample of the industry, a detailed structured questionnaire was answered by 218 contact centre managers and directors between June and September 2017. Analysis of the results was carried out in September & October 2017. The result is the 15th edition of the largest and most comprehensive study of all aspects of the UK contact centre industry.

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