ContactBabel is a leading analyst firm for the contact center industry. The Contact Center Decision-Makers' Guide is the major annual report studying the performance, operations, technology and HR aspects of US contact center operations.
A detailed structured questionnaire was answered by 204 contact center managers and directors between January and February 2014. Analysis of the results was carried out in March and April 2014. The result is the 7th edition of the largest and most comprehensive study of all aspects of the US contact center industry.