The 2020/21 UK Contact Centre Decision-Makers’ Guide

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Filed under - Contact Centre News

UK-based contact centres with over 10 agent positions are invited to participate in the research programme for “The 2020/21 UK Contact Centre Decision-Makers’ Guide” – the 18th annual report of this kind.

With insights built on hard data, the guide is the largest and most comprehensive study of UK customer contact operations.

Covering digital service, customer experience, AI, omnichannel, gamification, technology, salaries, attrition and strategy, this 400-page report is the primary source of real information about what is happening in the UK’s customer contact industry.


You can receive it for free, along with the detailed “UK Contact Centre HR & Operational Benchmarking” report (which is £350 to non-participants).

Findings will be made available exclusively to participants in November 2020.

To take part, please visit

If you have any questions, including seeing a copy of the questionnaire before completion, please email

Author: Robyn Coppell

Published On: 14th Sep 2020 - Last modified: 15th Sep 2020
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