Highlights From the 2023 UK Contact Centre Decision-Maker’s Guide


The cost of a phone call is substantially higher than email and almost double the cost of web chat at an average of £6.55.


The vast majority (79%) of content contact in the United kingdom have adopted at least one cloud-based application.


The rate of call abandonment has reached a new peak ; it is currently at 9.1%.


The average speed to answer is 120 seconds - highest ever recorded.


Chatbots are now responsible for half of all web conversations; they are providing the same information but in a different form.

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