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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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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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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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AI-enabled Quality Assessments
Learn how consistent and objective AI-enabled agent quality assessment will optimise our contact centre.
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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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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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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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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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ContactBabel UK CX Decision-Makers’ Guide
How has the pandemic affected customer experience? See survey results from 200 UK organisations.
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