White Paper & Reports

2018 Contact Babel European Contact Centre Decision-Makers’ Guide

New annual report on the state of the contact centre in Europe

Fill out the form to download the report.

The last several years have brought a shift to customer service and contact centre. As businesses focus on the customer experience (CX) to stay competitive, the contact centre has moved into the spotlight.

European businesses in every industry are investing in their contact centre technology—the foundation of the customer experience—as they seek the enhanced efficiency, increased customer satisfaction and wide-ranging business value of a more seamless customer experience.

In 2018 Contact Babel European Contact Centre Decision-Makers’ Guide, Contact Babel surveyed 168 contact centre leaders across Europe and Ireland. This is an in-depth look at many of the major pain points and issues that affect the contact centre, including staff attrition, omnichannel strategy and technology investment plans.

Read the report to learn:

  • How the rise of homeworking is bringing a new pool of staff to the contact centre
  • Why cloud-based contact centre solutions are gaining a foothold
  • How contact centres are changing their metrics as they shift their focus to customer experience (CX)

You’ll also access the latest contact centre statistics to benchmark your contact centre against others so you can see how your team stacks up.