First-contact resolution in the contact centre is the ‘miracle metric’ that improves customer experience while helping…
Category: – Reports/Surveys
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…
The Voices people would like to hear when they call a Contact Centre
Taylor Swift and Margot Robbie named as the voices most Southampton people would like to hear…
Reports: Customer Engagement & Personalisation / Cloud-based Solutions
Two new research reports from ContactBabel show how businesses can engage their customer base through personalised…
Voice of the Contact Centre Consumer 2024
Voice of the Contact Centre Consumer 2024: Technology is driving consumer opinion A CCMA research initiative…
Contact Centre Security Report: Key Findings
If you’re pressed for time, but keen to know the key findings of our latest contact…
Contact Centre Agents Increasingly Prefer AI-Driven Solutions
Kore.ai’s Research Reveals Historic Shift as Contact Centre Agents and Consumers Increasingly Prefer AI-Driven Solutions Kore.ai…
Study Points To Lack of Customer Data as Obstacle to Reaping AI Rewards
New Twilio Study Points To Lack of Customer Data as Major Obstacle to Reaping AI Rewards…
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…
Consumers Likely to Stay with a Bank Due Good Customer Service
UK consumers more likely to stay with a bank because of good customer service than move…
How Contact Centres are Using Insights to Elevate CX & EX
Customer surveys and social media remain the most important gauge of customer perception according to the…
Survey Reveals Lack of Consumer Awareness around Vulnerability
New survey reveals lack of consumer awareness around their own vulnerability status • Despite rising costs,…
Mind the Gap – How Gen Z is Disrupting the Workplace in 2024
How to make work, work in 2024 Is this it? Will 2024 be the year we…
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…
Boosting Skills of Healthcare Contact Centre Agents is Key
Boosting Skills of Healthcare Contact Centre Agents is Key to Improving Patient Experiences and Outcomes, According…
UK Contact Centre HR & Operational Benchmarking Report
The 2024 UK Contact Centre HR & Operational Benchmarking Report Now available from ContactBabel The 2024…
Unanswered Calls Biggest Bugbear against Businesses
Unanswered calls and being told to check the website are the biggest London company bugbears against…