Contact Centre Industry Forecast and Outlook in the UK 2026 to 2036 The demand for contact…
Category: – Reports/Surveys
Contact Centre Technology Report 2026
Valuable Insights, Practical Guidance and Stellar Case Studies: Contact Centre Technology Report 2026 Now available to…
Routine Queries to Be Fully Automated by Agentic AI in 2026
Over Half of CX Leaders Expect More Routine Queries to Be Fully Automated by Agentic AI…
Nearly two thirds of workers admit they don’t like Secret Santa
Workplaces urged to ditch the Christmas gifts, as nearly two thirds of workers admit they don’t…
Why UK Consumers Will Pay a 37% Premium for Better Service
In an age dominated by talk of AI and automated customer experiences, a major new report…
Contextual Intelligence Becomes New Standard for Exceptional CX
Contextual Intelligence becomes the new standard for exceptional Customer Experience in 2026 Zendesk have released its…
UK Customers Still Prefer Human Support Over AI
Contact Centre Report: UK Customers Still Prefer Human Support Over AI – But one in three…
Hybrid Working in the Contact Centre Survey
Hybrid Working in the Contact Centre survey gives unique insight into homeworking trends 2016 – 2025…
UK Consumers Are Biggest AI Sceptics across EMEA
UK Consumers Are Biggest AI Sceptics across EMEA – ServiceNow research shows how the UK is…
Hybrid Working is Here to Stay Claims New Survey
Hybrid working is here to stay but UK organisations still struggling with workplace culture claims new…
Consumers Demand Fines for Long Hold Times Survey Finds
Consumers Demand Fines for Long Hold Times in the contact centre , 8×8 Survey Finds with…
Global Displacement of 1.9m Contact Centre Agents by Automation by 2029
Latest report from Cavell predicts the global displacement of 1.9 million contact centre agents by Automation…
NiCE Research Reveals Customer Service Happiness Is Rising
NiCE Research Reveals Customer Service Happiness Is Rising, As General Happiness Declines, with 72% of Consumers…
Contact Centre Industry Set for Major Transformation Acceleration
Latest research highlights a contact centre industry set for major transformation acceleration A new research report…
Survey Finds 60% of Contact Centre Agents Fail to Promote Self-Service
Gartner Survey Finds 60% of Contact Centre Agents Fail to Promote Self-Service – Agents Play a Pivotal…
2025 CX Study: Meeting Rising Customer Expectations
Customer expectations have never been higher, and businesses have little room for error in their plans…
The Challenges of Integrating People & Tech in the Contact Centre
“The low-hanging fruit is no longer there on the tree” – new CCMA research highlights the…
Calabrio Report: The State of the Contact Centre 2025
The State of the Contact Centre 2025 – Calabrio surveyed 400+ global contact centre leaders, and…