Agent efficiency, automation, and operational insights
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With call abandonment rate the highest on record (at 9.1% in 2022), it is more important than ever for contact centre professionals to set up their infrastructure, teams and processes in the best way possible in order to still guarantee a high level of customer satisfaction.
And that transformation is already underway: 79% of UK contact centres now use at least one cloud-based application and 50% of web chats are now handled by robots.
Where should your contact centre invest next? What are the next big trends? How should you handle a workforce for whom remote working is an expectation?
All the answers to those questions - and more - can be found on this annual report, surveying 200 UK businesses and over 1000 customers in the UK. Download the report today.