ContactBabel offers the following products and services connected with the UK contact centre industry.

ContactBabel report & sponsorship schedule (2017) - UK version

Directories

The UK Contact Centre Directory (28th edition): details of over 4,300 contact centres and over 13,500 key personnel at all levels of the organisation. Details

Reports

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 Optimisation: major analyst study into the usage and future of workforce optimisation. Download full report

UK Contact Centres 2017-2021: The State of the Industry & Technology Penetration: the definitive study of the industry. The size, structure and future of the UK contact centre industry, with technology penetration and forecasts to 2021. Download more information  

The UK Contact Centre Decision-Makers' Guide (14th edition - 2016): performance, technology, HR and strategic direction, based on over 200 interviews with UK contact centres. Download full report

The UK Contact Centre HR & Operational Benchmarking Report 2016-17: details on salaries, attrition, absence, operational benchmarks and budgets. Priced £295 + VAT.
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The Inner Circle Guide to Omnichannel Customer Contact: the definitive analyst study of the use of digital channels in customer contact. 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 Cloud-based Contact Centre Solutions (2nd edition): the definitive analyst study of the business drivers, technology and market for cloud solutions - free. Download full report

The Inner Circle Guide to PCI DSS Compliance in the Contact Centre: the definitive analyst study of what PCI DSS compliance 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 to an insightful and actionable customer experience framework. Download report details

Consultancy

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