The UK Contact Centre Decision-Maker’s Guide 2020-21

Agent engagement, empowerment, and gamification 

A happy agent makes a happy customer, which means to create a seamless and successful customer experience you not only need to focus on your customers, but also your internal teams.

We partnered with ContactBabel, a leading analyst firm in the UK, to provide research on contact centres. The Contact Centre Decision Maker’s Guide looks at the importance of engaging agents from onboarding, to supporting and maintaining morale, and to engaging the frontline so they consistently deliver high-quality customer service.

Get the guide to get the knowledge you need to empower your frontline.