Gamma is proud to sponsor Contact Babel’s 2025 edition of The UK Contact Centre Decision-Makers’ Guide!
Unlock the latest insights into the UK contact centre industry with this comprehensive report, derived from insight directly from 228 UK organisations and over 1,000 UK consumers.
This essential guide delivers a deep dive into the biggest challenges and opportunities facing today’s contact centres – as well as offering practical strategies for improvement and preparing customer-focused organisations for what’s next!
What’s inside?
You’ll find insights broken down by contact centre size and vertical market, helping you benchmark your organisation against your industry peers. With over 20 years’ of historical data to lean on, it also provides a clear perspective on long-term trends.
Key highlights:
- Rising Costs: An inbound call now averages £6.25 – 30% more than email and 85% more than web chat
- Tech Investment: AI leads as the top technology priority for contact centres over the next two years
- Channel Preferences: The shift from voice to digital channels has stalled, with live voice interactions preferred for complex and urgent queries
- Operational Challenges: The average speed to answer remains high at 116 seconds
- Workplace Evolution: 92% of UK contact centres anticipate remote/hybrid working through 2025
- Automation Plateau: Chatbots now handle 53% of web chats, maintaining last year’s level
Explore In-Depth Chapters Covering:
- Agent Engagement & Gamification
- AI-Driven Assistance & Audio Improvement
- Cloud-Based Solutions
- Customer Experience & Personalisation
- Interaction Analytics
- Omnichannel Strategies
- Remote & Hybrid Working
- And much more…
Get your copy today! Simply complete the form to access “The 2025 UK Contact Centre Decision-Makers’ Guide” and gain valuable insights to drive your contact centre strategy forward.
