New ECCA Research Reveals How European Organisations Are Redefining the Contact Centre Approach to Sales Visionary…
Category: – Reports/Surveys
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…
Half of Brits Struggle with Workplace Motivation during Summer
Over half of Brits struggle with workplace motivation during summer – An employee wellness report from Jukebox…
The Gulf Between Business Belief and Customer Experience
UK Businesses aren’t delivering – new report shows gulf between business belief and customer experience UK…
Nearly One-Third of Contact Centre Agents Plan to Quit
A recent report by Verint, The State of Agent Experience 2026, highlights significant challenges within contact centres,…
CCMA Salary Guide for the Contact Centre Industry
CCMA Salary Guide Highlights a Contact Centre Industry Responding to the Growing Complexity of Roles Headline…
MaxContact Highlights ‘Perception Gap’ Between Stable KPIs & Rising Customer Frustration
UK contact centres may be delivering almost identical inbound performance year-on-year, but customer patience is deteriorating…
NiCE Unveils The Agentic AI CX Frontline Report
NiCE Unveils The Agentic AI CX Frontline Report, Delivering First Quantifiable Evidence of AI-First Customer Experience…
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’…
Calabrio’s Release “Voice of the Agent” Report
Calabrio’s “Voice of the Agent” Report Finds the Modern Contact Centre Balancing Empathy and AI in…
Contact Centre Industry Forecast 2026 – 2036
Contact Centre Industry Forecast and Outlook in the UK 2026 to 2036 The demand for contact…
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…