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2019-2020 Report

 “The US Contact Center Decision-Makers' Guide” identifies seven of the major pain points and issues that affect the contact center industry:

  • Improving Quality and Performance
  • Maximizing Efficiency and Agent Optimization
  • Digital, Cloud and the Customer of the Future
  • Outbound and Proactivity
  • The Customer Experience
  • HR Management
  • Strategic Directions.
Within each section, specific solutions are identified that can be used to solve these issues, along with the analysis of the primary research data that are relevant to this area, including a comprehensive statistical analysis in graphical and tabular form.

The US Contact Center Decision-Makers’ Guide 2019-20

The "US Contact Center Decision-Makers' Guide (2019/20 - 12th 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 219 contact center managers and directors between April and June 2019. Analysis of the results was carried out in June. The result is the 12th edition of the largest and most comprehensive study of all aspects of the US contact center industry.