The UK Contact Centre
Decision-Makers’ Guide 2023

The 2023 UK Contact Centre Decision-Makers’ Guide” is based on surveys with 229 UK organisations and 1,000+ interviews with UK consumers.

This contact centre research provides the most up-to-date and extensive view of the issues facing the UK contact centre industry, identifies methods for improvement and helps customer-facing businesses be aware of what’s around the corner.

Download The Agent Engagement, Empowerment & Gamification chapter to discover insight on:

  • Engaging the new Agent
  • Engaging the experienced Agent
  • Agent morale
  • Agent performance
  • Agent empowerment
  • Supporting frontline staff
  • Aligning the Agent with the business
  • Current & future use of gamification

Proud Sponsors of The Agent Engagement, Empowerment & Gamification chapter

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