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Understanding the Contact Center Decision

This year, Serenova partnered with contact center analyst firm ContactBabel to bring you “The US Contact Center Decision-Makers' Guide 2018-19.” This major industry report delivers insight and analysis of the performance, operations, technology, and HR aspects of U.S. contact center operations.

With more than 350 pages of research and 200 tables and figures, this guide addresses seven of the major pain points and issues affecting the contact center industry:

  • Improving quality and performance
  • Maximizing efficiency and optimization
  • Digital, cloud, and the customer of the future
  • Effective outbound, call blending, and proactive service
  • Evaluating and improving customer experience
  • HR management
  • Strategic directions

Through this guide, you’ll get visibility into the strategic priorities, direction, and technology investments of surveyed contact center leaders. Read the guide to:

  • Glean insights by industry, contact center size, and contact center type
  • Learn about your peers' experiences, concerns, and successes across the U.S. 
  • Gauge where your organization stands in keeping pace with the latest contact center innovations

How does organization fare?

Download your copy today to find out!