The Inner Circle Guide to South African Contact Centres

The first annual study of the business drivers, technology usage and benchmarking for South African contact centres. Free to download. 

Emotion-Driven Retention in the AI Era

How to use Predictive Behavioural Analytics to identify agents at risk of attrition and absence. UK and US editions. Free to download. 

The AI Research Package

UK and US editions. Free to download. 

The Inner Circle Guide to Cloud-based Contact Centre Solutions 25-26

The definitive analyst study of the business drivers, technology, usage and market for cloud-based contact centre solutions. UK and US editions. Free to download. 

The Inner Circle Guide to Agentic AI

UK and US editions. Free to download. Published August 2025.

The Inner Circle Guide to AI-Enabled Agent Assistance (2025)

UK and US editions. Free to download. Updated April 2025.

AI for Sales Growth

AI that pays for itself: turning every interaction into a revenue opportunity. UK and US editions. Free to download. Published July 2025.

AI for Workforce Engagement

AI workforce magic: less admin, more results, happier teams. UK and US editions. Free to download. Published July 2025.

AI for Business Insights

Learn how AI-enabled analytics can achieve actionable insights by learning from 100% of customer interactions. UK and US editions. Free to download. Published June 2025.

AI for Customer Insights

Learn how AI-enabled analytics can improve customer personalisation. UK and US editions. Free to download. Published June 2025.

AI in UK Contact Centre Verticals: Transport & Travel

Written for UK transport & travel contact centres, and those interested in understanding this sector, the report details how AI can alleviate the business and operational challenges faced by this UK contact centre vertical market. Free to download.

AI in UK Contact Centre Verticals: Outsourcing

Written for UK outsourcing and BPO contact centres, and those interested in understanding this sector, the report details how AI can alleviate the business and operational challenges faced by the UK contact centre outsourcing vertical market. Free to download.

AI for First-Contact Resolution

Learn how AI solutions can measure and improve first-contact resolution. UK and US editions. Free to download. Published March 2025.

AI for Customer Satisfaction

Learn how AI solutions can measure and improve CSAT and NPS while managing cost. UK and US editions. Free to download. Published March 2025.

AI in UK Contact Centre Verticals: Local Government

Written for UK local government contact centres, and those interested in understanding this sector, the report details the performance and challenges faced by UK local government contact centres, and shows how they can move towards a digital future through the use of AI. Free to download.

AI in UK Contact Centre Verticals: Healthcare

Written for UK healthcare contact centres, and those interested in understanding this sector, the report details how AI can alleviate the business and operational challenges faced by the UK contact centre healthcare vertical market. Free to download.

AI in US Contact Center Verticals: Healthcare

Written for healthcare contact centers, and those interested in understanding this sector, the report details how AI can alleviate the business and operational challenges faced by the US contact center healthcare vertical market. Free to download.

AI in US Contact Center Verticals: Public Sector

Written for public sector contact centers, and those interested in understanding this sector, the report details how AI can alleviate the business and operational challenges faced by the US contact center public sector & government vertical market. Free to download.

AI for Digital Customer Contact

Learn how AI solutions can encourage the cost-effective uptake of web chat, email, social media, messaging and web self-service. UK and US editions. Free to download. Published February 2025.

AI for Agent Productivity

Learn how AI solutions can cut the wasted time before, during and after calls, driving down call durations, queue lengths and cost while helping CX. UK and US editions. Free to download. Published November 2024.