Omni channel chapter – UK Contact Centre Decision Makers’ Guide 2025
Download the OmniChannel Chapter of the UK Contact Centre Decision-Makers’ Guide 2025
The Omnichannel chapter of the UK Contact Centre Decision-Makers’ Guide 2025 brings together insights from 228 contact centre managers and directors. Based on a detailed, structured questionnaire, it explores the biggest challenges, trends, and opportunities in delivering a connected customer experience.
Inside the report, you’ll find:
Current contact centre trends – How customer behaviour is changing and what this means for service strategies.
Omnichannel insights – The biggest barriers to a connected customer journey and how businesses are solving them.
Channel usage breakdown – The role of voice, chat, social, and email in 2025, and where demand is shifting.
Operational challenges and opportunities – From cutting handling times to balancing automation with human service.
This guide delivers data, industry benchmarks, and expert analysis to help you make the right decisions for your contact centre.
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