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Introduction

 
The 2020/21 UK Contact Centre Decision-Makers' Guide 

UK-based contact centres with over 10 agent positions are invited to participate in the research programme for "The 2020/21 UK Contact Centre Decision-Makers' Guide" - the 18th annual report of this kind.

All responses and participants will remain entirely confidential.

As thanks for your participation, in November 2020 you will be emailed the full report for your company's use. Non-participants in the research will be charged £350 for access to the separate detailed "UK Contact Centre HR & Operational Benchmarking Report", but research participants will also receive this free of charge.

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1. Do you have a UK-based contact centre with more than 10 seats?