The 2024 US Contact Center Decision Makers' Guide (ContactBabel)

The "US Contact Center Decision-Makers' Guide (2024 - 16th edition)" is the major annual report studying the performance, operations, technology and HR aspects of US contact center operations.

“The US Contact Center Decision-Makers' Guide” identifies seven of the major pain points and issues that affect the contact center industry:

  • HR Management

  • Improving Quality and Performance

  • Maximizing Efficiency and Agent Optimization

  • Digital, Cloud and the Customer of the Future

  • Outbound and Proactive Customer Service

  • The Customer Experience

  • Strategic Directions & Investment

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