The “US Contact Center Decision-Makers’ Guide (2022 – 14th edition)” is the major annual report studying the performance, operations, technology and HR aspects of US contact center operations.
Taking a random sample of the industry, a detailed structured questionnaire was answered by 203contact center managers and directors between September and November 2021. Analysis of the results
was carried out in December 2021. The result is the 14th edition of the largest and most comprehensive study of all aspects of the US contact center industry.
ContactBabel is grateful for the support received from the sponsors of the report. However, complete editorial independence has been maintained at all stages, and readers can be confident about the objectivity of the report’s findings. Where a sponsor’s opinion is given, this is clearly marked as such.