As the world emerges from the pandemic and faces the realities of today’s macroeconomic environment, delivering…
Category: – Reports/Surveys
Contact Centre Leaders Reveal Challenges in Balancing performance & Costs
High stakes: Contact Centre leaders reveal challenges in balancing performance and costs amid economic uncertainty according…
C-Suite Perspectives on AI in the Contact Centre
Industry Report: C-Suite Perspectives on AI in the Contact Centre Artificial intelligence is transforming customer service,…
Balancing Fighting Fraud with Customer Experience
CCMA research finds 36% of customers have been victim of a fraud attempt The CCMA (Call Centre…
The UK Contact Centre Decision-Makers’ Guide – Be part of it
With insights built on hard data, the 21st annual edition of “The UK Contact Centre Decision-Makers’…
AI will Impact Customer Service Agents, But Not How We Anticipate
New Calabrio Contact Centre Research: AI will Impact Customer Service Agents, But Not How We Anticipate…
State of the Contact Centre 2023 – Calabrio Annual Report
State of the Contact Centre 2023 – Calabrio Annual Report about emerging trends, challenges, and expectations…
Contact Centre Analyst Report: 11 Vendors Ranked
The Forrester Wave™: Conversation Intelligence for Customer Service, Q3 2023 The long wait is over! Forrester…
40% of CX Leaders Voted Contact Centre Reporting Top Challenge
40% of CX Leaders voted contact centre reporting as a top challenge in 2023 The latest…
2023-24 UK Customer Experience Decision-Makers’ Guide
“The 2023-24 UK Customer Experience Decision-Makers’ Guide” is based on hundreds of surveys with UK businesses,…
Consumers Welcome Contact Amidst Rising Cost of Living
Consumers welcome proactive contact from organisations amidst the rising cost of living. Two out of three…
Mishearing Customer Calls Costs Contact Centres £246m a Year
Say what? Mishearing on customer calls costing contact centres £246m a year Research from ContactBabel, sponsored…
Contact Centre Report: Exceeding UK Customer Expectations
Contact Centre Report: “Exceeding UK Customer Expectations 2023-24” – Half of UK customers changed at least…
83% of Customer Service Managers have added GigCX Talent
New research from gig customer experience (GigCX) platform Limitless has revealed that 83% of customer service managers…
Gen Z Most Likely to Struggle with Cost Of Living Crisis
Gen Z most likely to struggle keeping up with water bills as a result of the…
Three Highlights from the 2023 Decision Makers’ Guide
Three highlights from the 2023 Decision Makers’ Guide Now in its 20th year ContactBabel’s 2023 UK…
Selecting Partners for Contact Centre Transformation?
New research highlights critical considerations when selecting partners for contact centre transformation. The latest research released…
28% UK Organisations Have Omnichannel Connected
Only over a quarter (28%) of UK organisations have omnichannel connected in their organisations according to…
Growing Prevalence of “Conversational Everything”
New research from Infobip reveals the growing prevalence of “conversational everything” for customer communications » Infobip…