Contact-BabelThe European Contact Centre Decision-Makers’ Guide is a major report studying the quantified performance and HR aspects of European contact center operations,comparing them to similar US.

The report's sections include:

  • Agent attrition
  • Cost per contact
  • Agent absence
  •  Customer Experience
  • Salaries 
  • Cloud-based contact centres
  • Performance benchmarking
  • Technology use and plans
  • Omnichannel
  • Contact centre growth