First-contact resolution in the contact centre is the ‘miracle metric’ that improves customer experience while helping…
Tag: ContactBabel
Personalisation Perfected: Unlocking Customer Loyalty
Personalisation Perfected: Unlocking Customer Loyalty in the contact centre – Kevin McGachy, Head of AI Solutions…
The 2024-25 UK Customer Experience Decision-Makers’ Guide
The 2024-25 UK Customer Experience Decision-Makers’ Guide – Take part in the survey The 2024-25 UK…
Reports: Customer Engagement & Personalisation / Cloud-based Solutions
Two new research reports from ContactBabel show how businesses can engage their customer base through personalised…
Self-Service & Remote Working – The Future of Customer Contact?
A successful self-service interaction costs less than one-tenth of a phone call, and AI now means…
UK Contact Centre HR & Operational Benchmarking Report
The 2024 UK Contact Centre HR & Operational Benchmarking Report” provides unique research based on surveys…
Health Initiatives in the Contact Centre – Be Part of the Survey
ContactBabel is working with researchers and industry partners to find out what contact centre advisors/agents think…
The Truth about AI for Self-Service & Agent Assistance
The use of AI-enabled chatbots has dropped the cost of a web chat by more than…
How are Businesses Dealing with CX, Cost & Performance Pressures?
A large scale survey of more than 200 UK contact centre operations shows that the pressures…
Pressure on Contact Centre Cost & Performance Levels
Pressure on UK contact centre cost and performance levels to grow in 2024 according to new…
UK Contact Centre HR & Operational Benchmarking Report
The 2024 UK Contact Centre HR & Operational Benchmarking Report Now available from ContactBabel The 2024…
Contact Centres Spend £2.4bn Authenticating Customers
UK contact centres spend £2.4bn per year authenticating customers – The average length of time taken…
ContactBabel: Agent Engagement & Customer Interaction Analytics
The new ContactBabel analyst reports, “The Inner Circle Guide to Agent Engagement & Empowerment” and “The…
The UK Contact Centre Decision-Makers’ Guide – Be part of it
With insights built on hard data, the 21st annual edition of “The UK Contact Centre Decision-Makers’…
The 2023-24 UK Customer Experience Decision-Makers’ Guide
“The 2023-24 UK Customer Experience Decision-Makers’ Guide”, based on surveys with 209 UK organisations and 1,000+…
2023-24 UK Customer Experience Decision-Makers’ Guide
“The 2023-24 UK Customer Experience Decision-Makers’ Guide” is based on hundreds of surveys with UK businesses,…
Mishearing Customer Calls Costs Contact Centres £246m a Year
Say what? Mishearing on customer calls costing contact centres £246m a year Research from ContactBabel, sponsored…
Contact Centre Report: Exceeding UK Customer Expectations
Contact Centre Report: “Exceeding UK Customer Expectations 2023-24” – Half of UK customers changed at least…
The Inner Circle Guide to Customer Engagement
The Inner Circle Guide to Customer Engagement & Personalisation, based on surveys with over 200 UK…