We had a great and productive time exhibiting at the Contact Center Expo 15 in London. Two days spent with likely minded people from the contact center industry brought us better understanding of the UK market, which seems quite mature, yet dealing with human resources related challenges found in most of other regions:
- Variable Agent Attrition, ranging from 15 to 120% per year
- Average agent salary ranges from 16 to 32 thousand GBP
- Omnichannel on the rise but the market is lacking qualified agents
That is probably why AgentBalance attracted so many companies interested in keeping the best performing agents in-house. Generally, the topic of understanding agents and optimizing team performance is something that contact centers seek to improve and have lacked the means to do so until now. We also spent quality time talking to several vendors ready for deeper discussion about integrating our solution into their suite.
Apart from business, London is a perfect city for your camera lenses. I simply couldn’t resist sharing this one from my late nigh walk through the city.
We look forward to coming back again and spend more time with our partners and customers in this beautiful city.
To get a better grasp of the UK market, feel free to download UK Contact Center Decision-makers’ guide from Contact Babel.