24% of UK contact centres say they use agentic AI, but only 2% have a bot…
Category: ContactBabel
91% of Calls to UK Finance Contact Centres Callers to Prove Who They Are
91% of inbound calls to UK finance contact centres require the caller to prove who they…
Industry Poll Reveals Confidence Gap as AI Agent Assist Adoption Accelerates
As investment in AI accelerates across customer operations, new findings suggest many organisations are still in…
The Caller with a Stammer – How do Contact Centres Handle these Calls?
More than 500,000 UK adults stammer – Research by STAMMA, the charity supporting people who stammer, found…
Voice AI in the Contact Centre: Transforming the Channel of Choice
We’ve spent a decade investing in digital channels to move customers away from the phone. So…
Download: The Inner Circle Guide to Agentic AI
Web chat gets most of the AI attention in customer service, but the real automation gap…
Contact Centre Leaders say the same thing: Telephony volumes will fall….
Year after year, contact centre leaders say the same thing: telephony volumes will fall. In the…
Be Part of the UK Contact Centre Decision-Makers Guide
With insights built on hard data, the 23rd annual edition of “The UK Contact Centre Decision-Makers’…
The UK Contact Centre Decision-Makers’ Guide – Be Part Of It
With insights built on hard data, the 22nd annual edition of “The UK Contact Centre Decision-Makers’…
Key Insights: UK Customer Experience Decision-Makers’ Guide 2024-25
Bridging the CX Gap: Key Insights from the UK Customer Experience Decision-Makers’ Guide 2024-25 We all…
Contact Centre Queue Length Quadruples Since 2013, Driving Poor CX
Contact centre queue length quadruples since 2013, driving poor CX Based on surveys with 1,000+ UK…
Poor CX Drives UK Customer Churn Rates
Poor CX drives UK customer churn rates – youngest customers up to 6 times more likely…
First-Contact Resolution Ranked as most important Driver of CX
First-contact resolution in the contact centre is the ‘miracle metric’ that improves customer experience while helping…
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…