“The US Contact Center Decision-Makers' Guide” identifies seven of the major pain points and issues that affect the contact center industry:
The "US Contact Center Decision-Makers' Guide (2018/19 - 11th edition)" is the major annual report studying the performance, operations, technology and HR aspects of US contact center operations.
Taking a random sample of the industry, a detailed structured questionnaire was answered by 222 contact center managers and directors between March and July 2018. Analysis of the results was carried out in August and September 2018. The result is the 11th edition of the largest and most comprehensive study of all aspects of the US contact center industry.