AI for Agent Productivity
UK and US editions. Free to download. Published November 2024.
AI for Contact Centre Cost Reduction
UK and US editions. Free to download. Published October 2024.
Pay & Rewards in UK Contact Centres
77 charts and data tables show pay and rewards for the UK contact centre industry. Based on primary research surveys with 279 UK contact centres, segmented by vertical market, contact centre size, region, job role and inbound / outbound / 2nd-line. Priced £495 + VAT.
AI in US Contact Center Verticals: Retail & Distribution
Written for the retail & distribution industry, and those interested in understanding this sector, the report details how AI can alleviate the business and operational challenges faced by the US contact center retail & distribution vertical market. Free to download.
AI in US Contact Center Verticals: Insurance
Written for the insurance industry, and those interested in understanding this sector, the report shows how AI can alleviate the challenges faced by the US contact center insurance vertical market. Free to download.
AI in US Contact Center Verticals: Finance
Written for the financial services industry, and those interested in understanding this sector, the report details how AI can alleviate the specific challenges faced by the US contact center finance vertical market. Free to download.
AI in UK Contact Centre Verticals: Utilities
Written for UK utilities companies (water, gas, electricity), and those interested in understanding this sector, the report details how AI can be used to improve the commercial and operational issues facing contact centres in vertical market. Free to download.
AI in UK Contact Centre Verticals: Retail & Distribution
Written for those working in retail and distribution, and those interested in understanding this sector, the report details how AI can be used to affect commercial and operational problems in this business sector. Free to download.
AI in UK Contact Centre Verticals: Insurance
Written for the insurance industry, and those interested in understanding this sector, the report details the positive effect that AI can have on the commercial and operational issues faced by contact centres in the UK contact centre insurance vertical market. Free to download.
AI in UK Contact Centre Verticals: Financial Services
Written for the financial services industry, and those interested in understanding this sector, the report details how AI can positively impact on the commercial and operational issues within the UK FS Sector. Free to download.
UK Contact Centre Verticals: Travel
Written for UK travel companies and those interested in understanding this sector, the report details the size, structure, technology, HR, benchmarking and strategy of this vertical market. Free to download. New for Q2 2024.
The Inner Circle Guide to AI-Enabled Agent Assistance
UK and US editions. Free to download. Published March 2024.
The Inner Circle Guide to Chatbots, Voicebots & Conversational AI
UK and US editions. Free to download. Published March 2024.
The US Customer Experience Decision-Makers’ Guide
CX performance, technology, investment and strategy, based on 178 interviews with US organizations and 1,000 US consumers. Includes NPS benchmarks, customers’ preferred communication channels, view on self-service vs live agent contact, and customer opinions on AI. Free to download.
The UK Customer Experience Decision-Makers’ Guide
CX performance, technology, investment and strategy, based on over 200 interviews with UK organisations and 1,000 UK consumers. Includes NPS benchmarks, customers’ preferred communication channels, and outcomes on CX of using AI. Free to download.
The 2023-24 Australian and New Zealand Contact Centre Decision-Makers’ Guide
Research study of the HR, operations, technology and CX in Australian and New Zealand contact centres. Based on surveys with 118 ANZ businesses and 2,000+ customers. Free to download.
The Inner Circle Guide to Omnichannel (2023-24)
The definitive analyst report looking at the current reality of digital channels, customer channel preference vs usage, and the steps to be taken to move to an omnichannel environment. Includes: volume, growth and cost of digital channels compared to voice; chapters on email, web chat, SMS, social media, self-service, WebRTC and messaging. UK and US editions. Free to download. Updated July 2023.
Exceeding US Customer Expectations
New research based on 1,000 US customers – what they want when contacting an organization, what they actually get, and what they then do about it. The research also gives recommendations on solutions for businesses to meet – and exceed – customer expectations. Updated September 2024.
Exceeding UK Customer Expectations
New research based on 1,000 UK customers – what they want when contacting a business, what they actually get, and what they then do about it. The research also gives recommendations on solutions for businesses to meet – and exceed – customer expectations. Updated September 2024.
UK Contact Centre Verticals: Manufacturing
Written for UK manufacturers and those interested in understanding this sector, the report details the size, structure, technology, HR, benchmarking and strategy of this vertical market. Free to download. Updated Q2 2024.