The 2023 UK Contact Centre Decision-Makers’ Guide” is based on surveys with 229 UK organisations and 1,000+ interviews with UK consumers. 

One of the key themes of the report is workforce management solutions (WFM). Workforce management solutions (WFM) can perhaps be seen as the core element of the workforce optimisation suite and has developed over time into a sophisticated tool for forecasting interactions across multiple channels and scheduling based on agent skill-sets and diverse locations, reacting automatically in near-real-time to allocate resource to where it is needed most.

This section of The 2023 UK Contact Centre Decision-Makers’ Guide provides the most up-to-date and extensive view of the issues facing the UK contact centre industry, how WFM solutions can benefit contact centres today and helps customer-facing businesses be aware of what’s around the corner.