Improving the agent experience
This new expert guide to improving the contact centre agent experience will give you some simple ideas you can put in place right away.
Exceeding UK Customer Expectations Report 2023-24
What do customers really want when they call? Download for valuable insights into the root causes of customer frustration in the UK.
Customer Experience in Utilities Guide
This guide sets out how utilities can re-connect with customers through the smart use of technology within customer service.
Local Government Customer Service
Technology is an investment, not a cost! A guide to transforming local government customer service technology for the digital age.
Utilities UK Contact Centre Report by ContactBabel
Explore the structure, growth, technology, HR, and commercial issues facing contact centres within the UK utilities industry.
Housing Sector Customer Service
Learn how technology underpins how housing associations operate and help meet the needs of customers and staff.
Guide to native integration with Microsoft Teams
This guide outlines the different integration options available and what to look for when choosing the best approach.
Key contact centre trends to focus on now
How can companies transform their contact centres to thrive in this era of instability?
2023 UK Contact Centre Decision-Makers' Guide
This guide takes a detailed look at the latest UK contact centre operations metrics and performance benchmarks.
2022-23 UK CX Benchmarking Guide
How does your CX performance compare to your competitors? Download this useful guide for the latest UK CX stats and benchmarks.
7 Steps to Reduce Call Abandon Rates
Learn how to reduce your customer interaction abandon rate. This guide contains tips on how to improve the wait experience and many other fixes.
First-Contact Resolution Guide
This guide covers all aspects of First-Contact Resolution, including benchmarks, the best way to track and measure FCR, as well as other metrics.
Is your business ready for the cloud?
Part 2 of our Cloud Contact Centre Guide series helps you evaluate exactly where your customer service currently stands – and what the potential is for improvement.
Delivering the right knowledge at the right time
This guide explains more about how an effective knowledge management strategy can support customer service excellence.
2022 Self-Service Analysts Study
Take a closer look at self-service in the UK. This guide by ContactBable covers AI, chatbots, IVR, speech recognition, virtual agents, mobile, social channels and more.
Essential guide to digital transformation
How to digitally transform the customer experience, including ways of structuring programmes to unlock the benefits of digital CX.
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
Customer Communication - what is, and isn't, working
We polled the opinions of more than 100 IT professionals across the UK about the customer service landscape today.
Customer Service Response Times Guide
Includes techniques to help hard-pressed customer service teams deliver fast, consistent, and accurate answers.
Cloud Contact Centre Guide
Moving customer experience centre stage. Are you ready to move to the next level in customer service?
Legal Sector Digital Communications Guide
This guide explains what to look for when moving telephony to unified communications platforms in order to ensure success.
Financial Services Contact Centre Report
Explore the technology and commercial issues found in contact centres within the UK financial services sector by ContactBabel.
Local Government Customer Service Guide
How to transform service delivery while achieving efficiency targets. Includes tips on delivering against Digital Government objectives.
2022 UK Contact Centre Decision-Makers' Guide
The largest study of UK contact operations full useful contact centre metrics and performance benchmarks.
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.
Agent Engagement & Empowerment Guide
Top tips on reducing attrition, improving first-contact resolution (FCR) rates, and boosting customer experience.
Customer Experience Guide 2021-22
Digital channels and AI-based automation promise a lower cost of service but telephony still comprises 67% of inbound.
Omnichannel Contact Centre Microsoft Teams
The Future of the Omnichannel Guide: how the platform will evolve to meet customer, agent and business needs.
Video Customer Contact Guide
New guide by ContactBabel looks the rapid rise of video as a channel for customer contact.
Customer Engagement & Personalisation Guide
Use AI to deliver a hyper-personalised experience and improve emotional intelligence and empathy.
6 Trends Transforming Housing Association Customer Service
How technology can help overcome challenges for housing associations.
AI-enabled Quality Assessments
Learn how consistent and objective AI-enabled agent quality assessment will optimise our contact centre.
Contact Centre Playbook for Microsoft Teams
Extend the reach of your customer services operation to your whole organisation.
Agent Wellbeing in The Hybrid World
Already a priority before the pandemic, the rise of hybrid working has made it even more challenging.
Microsoft Teams Contact Centre ROI
Build a compelling business case for implementing Microsoft Teams within your customer service.
Integrating Contact Centres with Microsoft Teams
How to improve collaboration and provide more efficient customer service.
4 Factors to Consider When Migrating Your Contact Centre to Teams
Why planning is vital to your Microsoft Teams migration.
AI, Chatbots & Machine Learning Guide
Created for businesses looking to implement or extend their use of AI in the contact centre.
Remote Contact Centre with Team Collaboration Tools
UK Survey Results: how effective are team collaboration tools in a customer-facing environment.
Agent Wellbeing Research Report 2021
A closer look at issues faced by contact centre agents and how they impact their motivation.
A Quick Guide to Self-Service
A handy introduction to self-service, its benefits and the technologies that underpin it.
Call Accounting and Analytics
How to lower total phone bills by 10-30% while helping to increase employee performance.
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.
How to Choose a Contact Centre Solution
Navigate through the process; with insights and input into how you can solve specific business challenges.
UK Contact Centre Decision-Maker's Guide 2020-21
Insight on remote working, digital customer experience, AI, omnichannel, technology, attrition and salaries.
Guide to AI-Enabled Self-Service
How intelligent automated service (AI, IVR, speech, virtual agents etc.) fits into the customer contact mix.
Cloud-Based Contact Centre Solutions Guide
The latest analysis and data around cloud-based contact centre issues and use from ContactBabel.
Guide to Contact Centre Remote Working Solutions
Up-to-the-minute data on how UK contact centres are handling the pandemic.
How To Save Costs in The Contact Centre
Ideas on how to achieve the balance of reducing costs while boosting long-term customer satisfaction.
Voice is Power
Before writing it off as outdated, consider harnessing the voice channel – there’s a huge amount of power in a voice.
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
Fuse AI and Agents to Drive Better CX
This Forrester paper examines the top three customer service trends according to #CX leaders.
ContactBabel UK CX Decision-Makers’ Guide
How has the pandemic affected customer experience? See survey results from 200 UK organisations.
Guide to Building a Business Case for a Cloud Contact Centre
Review all the benefits and challenges as they apply to your organisation.
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.
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?
7 Key Reasons to Migrate to The Cloud
We outline 7 significant reasons why your business could profit from contact centre in the Cloud.
Top 4 Challenges Solved by Video Collaboration
Explore the opportunities to make service improvement and efficiency savings through video collaboration.
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.
Remote Working for the Contact Centre
This quick guide aims to cover the most important considerations you need to plan effectively.
Managing Remote Contact Centre Agents
Insight into what you need to manage a remote contact centre workforce and how to optimise for the future.
