The 14th edition of The UK Contact Centre Decision Makers Guide – the UK’s largest study of customer contact – is now available, free of charge.
The report, essential for all contact centre management, gives you facts and hard data about every aspect of UK customer experience management, technology and strategy – with new sections on customer engagement, omnichannel, gamification, PCI compliance and web chat.
Key findings include:
– Inbound call volumes decline in absolute terms for the first time on record
– Average cost per call is similar to email and web chat (£3.85 / £3.56 / £3.13)
– Service call duration at an all-time high of 5mintess 26 seconds, up 48% since 2004
– Web chat’s average speed to answer is superior to telephone
– UK average new agent salaries rise to £17,139, contact centre managers rise to £39,324.
The UK Contact Centre Decision Makers’ Guide – the UK’s largest study of customer contact – is now available, free of charge – to download the Guide Click Here
