Intensive primary research and in-depth industry knowledge. The present and future state of customer contact, for both supplier and contact centre alike.

The US Contact Center Decision-Makers' Guide 2013: performance, technology, HR and strategic direction, based on over 200 interviews with US contact centers. Download 2013 full report (registration required)

US Contact Centers in 2013: The State of the Industry: the definitive study of the industry. The size, shape, structure and future of the US contact center industry, based on thousands of interviews. Download report details

UK Contact Centres in 2013: The State of the Industry: the definitive study of the industry. The size, shape, structure and future of the UK contact centre industry, based on thousands of interviews. Download report details

The UK Contact Centre HR & Operational Benchmarking Report 2012-13: details on salaries, attrition, absence, operational benchmarks and budgets. Priced £295 + VAT. Download more information

The UK Contact Centre Decision-Makers' Guide (10th edition - 2012): performance, technology, HR and strategic direction, based on over 200 interviews with UK contact centres. Download full report

The Inner Circle Guide to Cloud-based Contact Centre Solutions: the definitive analyst study of the business drivers, technology and market for cloud solutions - free. Download Full Report

The Inner Circle Guide to Speech Analytics: the definitive analyst study of the business drivers, technology, market and future of a game-changing solution - free.

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"Customer 2.0: Customer Experience and Profitability in the New Economy": an extended, free White Paper investigating what UK organisations can expect from post-recession consumers, and how to move beyond traditional customer satisfaction measurements towards an insightful and actionable customer experience framework.
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The UK Contact Centre Outsourcing Industry in 2009: a report combining a wealth of primary research and analytical knowledge, along with the benefits of real-life consulting expertise and close working relationships with the UK's top outsourcers.
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