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The UK Contact Centre Decision-Maker’s Guide 2019-20

Agent engagement, empowerment and gamification 

A happy agent makes a happy customer, right? Which means organizations that want to create a seamless and successful customer experience not only need to focus on their customers, but also their 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 the moment they start their career, what agents are looking for when it comes to support and maintaining all-important morale, and how to continue to engage the frontline to consistently deliver high-quality customer service.

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



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