Sponsored by FurstPerson

The 2019-20 US Contact Center Decision-Makers’ Guide

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US CC DM Guide Form

download the pre-hire talent assessment case study

Learn about benchmarking in:

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Agent Turnover

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Recruiting for High-Volume roles

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Absenteeism Causes

FurstPerson is a proud sponsor of "The 2019-20 US Contact Center Decision-Makers’ Guide."

“The US Contact Center Decision-Makers' Guide” identifies seven of the major pain points and issues that affect the contact center industry:
  • Improving Quality and Performance
  • Maximizing Efficiency and Agent Optimization
  • Digital, Cloud and the Customer of the Future
  • Outbound and Proactivity
  • The Customer Experience
  • HR Management
  • Strategic Directions

Within each section, specific solutions are identified that can be used to solve these issues, along with the analysis of the primary research data that are relevant to this area, including a comprehensive statistical analysis in graphical and tabular form.

Download the report to learn more.

Download the Contact Center Attrition, Absence, and Recruitment Chapter