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Guide to Cloud Contact Centre Solutions
Independent analyst report on the business drivers, technology, usage and market for cloud-based contact centre solutions in the UK
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Customer Service Response Times Guide
Includes techniques to help hard-pressed customer service teams deliver fast, consistent, and accurate answers.
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Cloud Contact Centre Guide
Moving customer experience centre stage. Are you ready to move to the next level in customer service?
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2022 UK Contact Centre Decision-Makers' Guide
The largest study of UK contact operations full useful contact centre metrics and performance benchmarks.
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Customer Digital Self-Service Guide
The Value of Customer Self-Service in the Digital Age: tips on how to deliver business ROI thanks to web self-service.
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Agent Engagement & Empowerment Guide
Top tips on reducing attrition, improving first-contact resolution (FCR) rates, and boosting customer experience.
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Customer Experience Guide 2021-22
Digital channels and AI-based automation promise a lower cost of service but telephony still comprises 67% of inbound.
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Omnichannel Contact Centre Microsoft Teams
The Future of the Omnichannel Guide: how the platform will evolve to meet customer, agent and business needs.
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Video Customer Contact Guide
New guide by ContactBabel looks the rapid rise of video as a channel for customer contact.
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Customer Engagement & Personalisation Guide
Use AI to deliver a hyper-personalised experience and improve emotional intelligence and empathy.
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6 Trends Transforming Housing Association Customer Service
How technology can help overcome challenges for housing associations.
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AI-enabled Quality Assessments
Learn how consistent and objective AI-enabled agent quality assessment will optimise our contact centre.
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Contact Centre Playbook for Microsoft Teams
Extend the reach of your customer services operation to your whole organisation.
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Agent Wellbeing in The Hybrid World
Already a priority before the pandemic, the rise of hybrid working has made it even more challenging.
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Microsoft Teams Contact Centre ROI
Build a compelling business case for implementing Microsoft Teams within your customer service.
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Integrating Contact Centres with Microsoft Teams
How to improve collaboration and provide more efficient customer service.
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4 Factors to Consider When Migrating Your Contact Centre to Teams
Why planning is vital to your Microsoft Teams migration.
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AI, Chatbots & Machine Learning Guide
Created for businesses looking to implement or extend their use of AI in the contact centre.
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Remote Contact Centre with Team Collaboration Tools
UK Survey Results: how effective are team collaboration tools in a customer-facing environment.
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Agent Wellbeing Research Report 2021
A closer look at issues faced by contact centre agents and how they impact their motivation.
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A Quick Guide to Self-Service
A handy introduction to self-service, its benefits and the technologies that underpin it.
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Call Accounting and Analytics
How to lower total phone bills by 10-30% while helping to increase employee performance.
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Moving From Listening to Action
How to bring together CX with business data and use AI in real-time to drive the actions that matter.
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How to Choose a Contact Centre Solution
Navigate through the process; with insights and input into how you can solve specific business challenges.
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UK Contact Centre Decision-Maker's Guide 2020-21
Insight on remote working, digital customer experience, AI, omnichannel, technology, attrition and salaries.
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Guide to AI-Enabled Self-Service
How intelligent automated service (AI, IVR, speech, virtual agents etc.) fits into the customer contact mix.
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Cloud-Based Contact Centre Solutions Guide
The latest analysis and data around cloud-based contact centre issues and use from ContactBabel.
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Guide to Contact Centre Remote Working Solutions
Up-to-the-minute data on how UK contact centres are handling the pandemic.
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How To Save Costs in The Contact Centre
Ideas on how to achieve the balance of reducing costs while boosting long-term customer satisfaction.
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Voice is Power
Before writing it off as outdated, consider harnessing the voice channel – there’s a huge amount of power in a voice.
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Voice of the Customer Guide by ContactBabel
Tips on how to listen to the Voice of the Customer and turn data into actions that matter
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Fuse AI and Agents to Drive Better CX
This Forrester paper examines the top three customer service trends according to #CX leaders.
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ContactBabel UK CX Decision-Makers’ Guide
How has the pandemic affected customer experience? See survey results from 200 UK organisations.
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Guide to Building a Business Case for a Cloud Contact Centre
Review all the benefits and challenges as they apply to your organisation.
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Cloud-based Contact Centre FAQ
Get your facts straight and decide whether a cloud contact centre solution is right for you.
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Tips For Moving Contact Centres to The Cloud
Six tips to ensure success as you move your contact centre to the Cloud, or implement Cloud technologies.
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6 Myths About Moving to The Cloud
Myth-busting! For example is it really safer to keep your data on-premises than in the Cloud?
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7 Key Reasons to Migrate to The Cloud
We outline 7 significant reasons why your business could profit from contact centre in the Cloud.
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Top 4 Challenges Solved by Video Collaboration
Explore the opportunities to make service improvement and efficiency savings through video collaboration.
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Empower the voices of your business
The voice channel still has its part to play and the potential to be the most authentic channel of them all.
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Remote Working for the Contact Centre
This quick guide aims to cover the most important considerations you need to plan effectively.
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Managing Remote Contact Centre Agents
Insight into what you need to manage a remote contact centre workforce and how to optimise for the future.
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