As investment in AI accelerates across customer operations, new findings suggest many organisations are still in…
Category: ContactBabel
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…
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…