AI for First-Contact Resolution
Learn how AI solutions can measure and improve first-contact resolution. UK and US editions. Free to download. Published March 2025.
AI for Customer Satisfaction
Learn how AI solutions can measure and improve CSAT and NPS while managing cost. UK and US editions. Free to download. Published March 2025.
UK Local Government Contact Centres
Written for UK local government contact centres, and those interested in understanding this sector, the report details the performance and challenges faced by UK local government contact centres, and shows how they can move towards a digital future. Free to download.
AI in UK Contact Centre Verticals: Healthcare
Written for UK healthcare contact centres, and those interested in understanding this sector, the report details how AI can alleviate the business and operational challenges faced by the UK contact centre healthcare vertical market. Free to download.
AI in US Contact Center Verticals: Healthcare
Written for healthcare contact centers, 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 healthcare vertical market. Free to download.
AI in US Contact Center Verticals: Public Sector
Written for public sector contact centers, 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 public sector & government vertical market. Free to download.
AI for Digital Customer Contact
Learn how AI solutions can encourage the cost-effective uptake of web chat, email, social media, messaging and web self-service. UK and US editions. Free to download. Published February 2025.
AI for Agent Productivity
Learn how AI solutions can cut the wasted time before, during and after calls, driving down call durations, queue lengths and cost while helping CX. UK and US editions. Free to download. Published November 2024.
AI for Contact Centre Cost Reduction
Despite the rise in self-service, the phone channel is still strongly preferred by customers. Learn how AI can reduce the demand for expensive live voice support, while cutting costs when there are calls that you have to take. 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. Updated April 2025.
The Inner Circle Guide to Chatbots & Voicebots
UK and US editions. Free to download. Updated April 2025.
