UK Contact Centre Decision Makers Guide
Enghouse Interactive is once again a platinum sponsor of this year’s “Contact Babel UK Contact Centre Decision-Makers’ Guide (2017 – 15th edition)” a major annual report studying the performance, operations, technology and HR aspects of UK contact centre operations.
The report gives you facts and hard data about every aspect of UK customer experience management, technology and strategy – with new sections on AI & machine learning, customer personalisation, digital channels, robotic process automation and agent engagement.
Key findings include:
- Live telephony falls to its lowest recorded level as a proportion of overall inbound work
- Average cost per call is similar to email and web chat (£4.00 / £3.37 / £3.82)
- Analytics, web chat, gamification & AI are expected to show the strongest growth in 2018
- Web chat’s average speed to answer is superior to telephone, but duration is twice as long