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 2021
The Inner Circle Guide to Omnichannel (3rd edition): the definitive analyst study of the use of digital channels in customer contact. Download full report
The Inner Circle Guide to Video & Next-Generation Customer Contact: the definitive analyst study of how video, messaging and upcoming technology can improve customer contact. Download full report
The Inner Circle Guide to Customer Engagement & Personalisation: the definitive analyst study of how personalisation strategies and supporting technology can improve customer engagement. Download full report
UK Contact Centre Verticals: Utilities & Communications: 2 reports detailing the size, structure, technology, HR, benchmarking and strategy of the utilities and communications contact centre vertical markets. Download full report
US Contact Center Verticals: Healthcare, Outsourcing & Communications: 3 reports detailing the size, structure, technology, HR, benchmarking and strategy of the outsourced, communications and healthcare contact center vertical markets. Download full report
The Inner Circle Guide to AI, Chatbots & Machine Learning (2nd edition): the definitive analyst study of how artificial intelligence and machine learning can be used in the contact centre. Download full report
US Contact Centers 2021-2025: 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 2025. Download report details
UK Contact Centres 2021-2025: 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 2025. Download more information
The US Contact Center Decision-Makers' Guide (13th edition - 2021): performance, technology, HR and strategic direction, based on over 200 interviews with US contact centers. Download 2021 full report (registration required)
The 2021 US Contact Center HR & Operational Benchmarking Report: details on salaries, attrition, absence, operational benchmarks and budgets. Priced $495 + VAT. Download more information
The 2021 UK Contact Centre HR & Operational Benchmarking Report: details on salaries, attrition, absence, operational benchmarks and budgets. Priced £350 + VAT. Download more information
The UK Contact Centre Decision-Makers' Guide (18th edition - 2021):
performance, technology, HR and strategic direction, based on over 200 interviews with UK contact centres. Download full report
The Inner Circle Guide to the Voice of the Customer: the definitive analyst guide to using analytics, surveys and customer feedback solutions to understand VoC - free. Download full report
The 2020-21 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 2020-21 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 reports
The Inner Circle Guide to Outbound: the definitive analyst guide to maximising outbound customer interactions. Includes omnichannel, messaging, call blending and proactive outbound service - free. Download full report
The Inner Circle Guide to Omnichannel Workforce Optimization: the definitive analyst guide to the WFO / WEM suite, including workforce management, analytics, recording/QA, eLearning, gamification, performance management and workforce engagement management (WEM) - free. Download full report
The Inner Circle Guide to First-Contact Resolution: the definitive analyst guide to improving first-time resolution and avoiding call-backs - free. Download full report
The Inner Circle Guide to Cloud-based Contact Centre Solutions (4th edition): the definitive analyst study of the business drivers, technology and market for cloud solutions - free. Download full report
The Inner Circle Guide to Contact Centre Remote Working Solutions: the definitive analyst study of how contact centres can succeed with a remote working model. Includes new data on the effect of the coronavirus crisis on the industry. Download full report
The Inner Circle Guide to AI-Enabled Self-Service: the definitive analyst study of how intelligent automated service - via AI, IVR, speech, virtual agents, mobile and social channels - fits into the customer contact mix. Download full report
UK Contact Centre Verticals: Outsourcing: detailing the size, structure, technology, HR, benchmarking and strategy of the outsourced contact centre vertical market. Download full report
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. Download full reports
The Inner Circle Guide to Customer Interaction Analytics (v4): 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 Fraud Reduction & PCI Compliance: the definitive analyst study of how contact centres can reduce fraud and become PCI compliant. 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