ContactBabel offers the following products and services connected with the US contact center industry.

ContactBabel reports & sponsorship opportunities in 2020

Reports

USAThe Inner Circle Guide to Outbound: the definitive analyst guide to maximizing outbound customer interactions. Includes omnichannel, messaging, call blending and proactive outbound service - free. Download full report

USAThe 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

USAThe Inner Circle Guide to First-Contact Resolution: the definitive analyst guide to improving first-time resolution and avoiding call-backs - free. Download full report  

USAThe Inner Circle Guide to Cloud-based Contact Center Solutions (4th edition): the definitive analyst study of the business drivers, technology and market for cloud solutions - free. Download full report  

USAThe Inner Circle Guide to Contact Center Remote Working Solutions: the definitive analyst study of how contact centers can succeed with a remote working model. Includes exclusive new data on the effect of the coronavirus crisis on the industry. Download full report  

USAThe 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  

USAUS 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  

USAUS Contact Centers 2020-2024: 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 2024. Download report details  

The US Contact Center HR & Operational Benchmarking Report 2020: details on salaries, attrition, absence, operational benchmarks and budgets. Priced $495.
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The US Contact Center Decision-Makers' Guide (12th edition - 2019-20): performance, technology, HR and strategic direction, based on over 200 interviews with US contact centers.
Download 2019-20 Full Report (registration required)

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 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

USAThe 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

USAThe 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 center. Download full report

USAThe Inner Circle Guide to Omnichannel (2nd edition): the definitive analyst study of the use of digital channels in customer contact. Download full report

Consultancy

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