Intensive primary research and in-depth industry knowledge. The present and future state of customer contact, for both supplier and contact centre alike.
ContactBabel reports & sponsorship opportunities in 2019 & 2020
The 2019-20 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. Download full report
The 2019-20 US Customer Experience Decision-Makers' Guide: CX performance, technology, investment and strategy, based on over 200 interviews with US organizations and 1,000 US consumers. Download full report
The Inner Circle Guide to Fraud Reduction & PCI Compliance: the definitive analyst study of how contact centres can reduce fraud and become PCI compliant. Download full report
The Inner Circle Guide to AI, Chatbots & Machine Learning: the definitive analyst study of how artificial intelligence and machine learning can be used in the contact centre. Download full report
US Contact Centers 2019-2023: The State of the Industry and Technology Penetration: the definitive study of the industry. The size, shape, structure and future of the US contact center industry, with technology penetration and forecasts to 2023. Download report details
UK Contact Centres 2019-2023: The State of the Industry & Technology Penetration: the definitive study of the industry. The size, shape, structure and future of the UK contact centre industry, with technology penetration and forecasts to 2022. Download more information
The UK Contact Centre HR & Operational Benchmarking Report 2018-19: details on salaries, attrition, absence, operational benchmarks and budgets. Priced £295 + VAT. Download more information
The US Contact Center HR & Operational Benchmarking Report 2018-19: details on salaries, attrition, absence, operational benchmarks and budgets. Priced $495 + VAT. Download more information
The UK Contact Centre Decision-Makers' Guide (16th edition - 2018-19):
performance, technology, HR and strategic direction, based on over 200 interviews with UK contact centres. Download full report
The US Contact Center Decision-Makers' Guide 2018-19: performance, technology, HR and strategic direction, based on over 200 interviews with US contact centers. Download 2018-19 full report (registration required)
The Inner Circle Guide to Omnichannel (2nd edition): the definitive analyst study of the use of digital channels in customer contact. Download full report
UK Contact Centre Verticals: Finance, Insurance, Retail & Distribution: 3 reports detailing the size, structure, technology, HR, benchmarking and strategy of these key contact centre vertical markets. Download full reports
The Inner Circle Guide to Cloud-based Contact Centre Solutions (3rd edition): the definitive analyst study of the business drivers, technology and market for cloud solutions - free. Download full report
The Inner Circle Guide to Customer Interaction Analytics: the definitive analyst study of how speech and interaction analytics can be used to influence cost, profitability and quality. Download full report
The Inner Circle Guide to Self-Service: the definitive analyst study of how intelligent automated service - via IVR, speech, virtual agents, mobile and social channels - fits into the customer contact mix. Download full report
The Inner Circle Guide to Multichannel Workforce Optimization: major analyst study into the usage and future of workforce optimization. Download full report
The Inner Circle Guide to Outbound & Call Blending: the definitive analyst study of the outbound industry. Download full report
The Inner Circle Guide to PCI DSS Compliance in the Contact Centre: the definitive analyst study of what PCI DSS means to contact centres, and how they can become compliant. Download full report
"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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