The 2017-18 UK Contact Centre Decision-Makers’ Guide Now Available


The 15th 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 gives you facts and hard data about every aspect of UK customer experience management, technology and strategy – with new sections on AI & machine learning, customer personalisation, digital channels, robotic process automation and agent engagement.

Key findings include:

  • Live telephony falls to its lowest recorded level as a proportion of overall inbound work
  • Average cost per call is similar to email and webchat (£4.00 / £3.37 / £3.82)
  • Analytics, webchat, gamification & AI are expected to show the strongest growth in 2018
  • Webchat’s average speed to answer is superior to telephone, but duration is twice as long
  • UK average new agent salaries rise to £17,438, contact centre managers’ to £40,348.

Download the full report, free of charge, from

Published On: 17th Nov 2017 - Last modified: 27th Mar 2020
Read more about - Archived Content,

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