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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)

Web Self-Service
Outbound Dialling
Cloud / Hosted Solutions
Omnichannel
Virtual Contact Centres / Homeworking
Knowledge Management
Self-Service / IVR / Speech Recognition
CRM
Agent Desktop
Speech Analytics / Call Recording
Email Management
PCI DSS Compliance
Workforce optimization

Please indicate which reports you would like to download:

UK CX Decision-Makers' Guide 1st edition - 2018
UK Contact Centre Verticals: Finance
UK Contact Centre Verticals: Insurance
UK Contact Centre Verticals: Retail & Distribution
US CX Decision-Makers' Guide 1st edition - 2018
European Contact Centre Decision-Makers' Guide
UK Contact Centre Decision-Makers' Guide 15th edition - 2017-18 (full report)
US Contact Center Decision-Makers' Guide 11th edition - 2018-19 (full report)
Customer 2.0: Customer Experience and Profitability in the New Economy
The Inner Circle Guide to Customer Interaction Analytics
The Inner Circle Guide to Cloud-based Contact Centres (3rd edition)
The Inner Circle Guide to Omnichannel (2nd edition)
The Inner Circle Guide to Self-Service
The Inner Circle Guide to PCI DSS Compliance in the Contact Centre
The Inner Circle Guide to Outbound & Call Blending
The Inner Circle Guide to Multichannel Workforce Optimization
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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