February 2020: "UK Contact Centre Verticals: Outsourcing" - now available free
February 2020: US Contact Center Verticals: Finance, Insurance, Retail & Distribution: 3 reports detailing the size, structure, technology, HR, benchmarking and strategy of these key contact center vertical markets. - details
January 2020: "US Contact Centers 2020-2024: The State of the Industry & Technology Penetration" - details
January 2020: "UK Contact Centres 2020-2024: The State of the Industry & Technology Penetration" - details
January 2020: "The 2020 UK Contact Centre HR & Operational Benchmarking Report" - details
January 2020: "The 2020 US Contact Center HR & Operational Benchmarking Report" - details
November 2019: "The UK Contact Centre Decision-Makers' Guide 2019-20" - now available free
November 2019: "The US Contact Center Decision-Makers' Guide 2019-20" now available free
September 2019: "The Inner Circle Guide to Customer Interaction Analytics (v4)" - now available
July 2019: "The 2019-20 UK Customer Experience Decision-Makers' Guide" - now available
June 2019: "The 2019-20 US Customer Experience Decision-Makers' Guide" - now available
May 2019: "The Inner Circle Guide to Fraud Reduction & PCI Compliance" - now available
February 2019: "The Inner Circle Guide to AI, Chatbots & Machine Learning" - download
September 2018: "Baby Boomers vs Millennials" - what does each generation really value in their customer experience?
Download UK version / Download US version
ContactBabel reports & sponsorship opportunities in 2019
July 2018: "The Inner Circle Guide to Omnichannel (2nd edition)" - now available
April 2018: "The European Contact Centre Decision-Makers Guide" - Download full report / Download Executive Summary
January 2018: "The Inner Circle Guide to Cloud-based Contact Centre Solutions (3rd edition)" - now available
July 2017: The UK Contact Centre Decision-Makers' Guide - Executive Summary
March 2017: "The Inner Circle Guide to Self-Service"- details
March 2017: "The Inner Circle Guide to Multichannel Workforce Optimization"- details
April 2016: The Inner Circle Guide to Outbound & Call Blending
