Guide: The Contact Centre Strategy Chapter


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The “UK Contact Centre Decision-Makers’ Guide (2020-21 – 18th edition)” is a major annual report studying the CX strategy, performance, operations and technology aspects of UK organisations.

The Strategy chapter looks at the strategic responsibilities within the contact center and how the key drivers compare across the different sizes.

The Guide also details the actions being taken to assist front-line agent support a company strategy, regardless of what it is. This demonstrates where the efforts and investments are being made in agents’ ability to do their job.
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