The US Contact Center Decision-Makers’ Guide (2018) from ContactBabel and Serenova is the definitive industry report studying the performance, operations, technology, and HR aspects of US contact centers. Delivering insight and analysis with more than 350 pages of research, along with 200 tables and figures, this guide covers strategies and technologies to address six major pain points affecting the contact center industry:
- Improving quality and performance
- Maximizing efficiency and optimization
- Digital, cloud, and the customer of the future
- Effective outbound, call blending, and proactive service
- Evaluating and improving customer experience
- HR management
Glean insights by industry, contact center size, and contact center type. Gauge where your organization stands in keeping pace with the latest contact center innovations.