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Size of Contact Centre (approx # of seats or n/a)

Please indicate your responsibility for purchasing contact centre solutions:-

Please select the business sector closest to your organisation:

What are the main areas of investment in your contact centre in the next 12 months?
(check all that apply)

AI & Chatbots
Cloud
CRM & Agent Desktop
Homeworking / Remote Working
Knowledge Management
Outsourcing / Telemarketing
Outbound Dialling
Omnichannel
PCI DSS Compliance
IVR / Speech Recognition
Speech Analytics / Call Recording
Voice Biometrics & Customer Identity Verification
Web Self-Service
Workforce Optimization

Please indicate which reports you would like to download:

UK Contact Centre Decision-Makers' Guide 18th edition - 2021 (full report)
US Contact Center Decision-Makers' Guide 13th edition - 2021 (full report)
UK Customer Experience Decision-Makers' Guide - 2020-21
UK Contact Centre Verticals: Communications
UK Contact Centre Verticals: Finance
UK Contact Centre Verticals: Insurance
UK Contact Centre Verticals: Outsourcing
UK Contact Centre Verticals: Retail & Distribution
UK Contact Centre Verticals: Utilities
US Contact Center Verticals: Communications
US Contact Center Verticals: Finance
US Contact Center Verticals: Healthcare
US Contact Center Verticals: Insurance
US Contact Center Verticals: Outsourcing
US Contact Center Verticals: Retail & Distribution
US Customer Experience Decision-Makers' Guide - 2020-21
European Contact Centre Decision-Makers' Guide
The Inner Circle Guide to AI, Chatbots & Machine Learning
The Inner Circle Guide to AI-Enabled Self-Service
The Inner Circle Guide to Cloud-based Contact Centres (4th edition)
The Inner Circle Guide to Contact Centre Remote Working Solutions
The Inner Circle Guide to Customer Engagement & Personalisation (full report)
The Inner Circle Guide to Customer Interaction Analytics
The Inner Circle Guide to First-Contact Resolution
The Inner Circle Guide to Fraud Reduction & PCI Compliance
The Inner Circle Guide to Omnichannel (2nd edition)
The Inner Circle Guide to Omnichannel Workforce Optimization
The Inner Circle Guide to Outbound
The Inner Circle Guide to Video & Next-Generation Customer Contact
The Inner Circle Guide to the Voice of the Customer
Archived reports: The UK Contact Centre Decision-Makers' Guides (2010-2015)
Archived reports: The US Contact Center Decision-Makers' Guides (2010-2015)

Which of these is closest to your organisation's use of speech analytics?

Which of these is closest to your organisation's use of cloud-based contact centre solutions?

Which of these is closest to your organisation's use of multichannel/omnichannel customer contact?

Which of these is closest to your organisation's use of self-service?

Which of these is closest to your organisation's status and planned activity around PCI DSS compliance?

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