Voice AI – Transforming the Channel of Choice
UK and US editions. Free to download. June 2026.
UK Vertical View – Transport & Travel
Written for the transport & travel sector, and those interested in understanding this vertical market, the report benchmarks the UK transport & travel contact centre sector, and looks at how AI can be used to alleviate issues highlighted by the data. Free to download.
UK Vertical View – Public Sector
Written for the public sector, and those interested in understanding this vertical market, the report benchmarks the UK public services contact centre sector, and looks at how AI can be used to alleviate issues highlighted by the data. Free to download.
UK Vertical View – Insurance
Written for the insurance industry, and those interested in understanding this sector, the report benchmarks the UK insurance contact centre sector, and looks at how AI can be used to alleviate issues highlighted by the data. Free to download.
The 2026-27 US Contact Center HR & Operational Benchmarking Report
Details on salaries, attrition, absence, operational benchmarks and budgets, based on interviews with 190 US contact centers. Findings are segmented by 10 vertical markets, 3 contact center size bands, inbound/outbound activity and services/sales focus to give you the most accurate comparison with your own operation. Priced at $495 / £375 + VAT.
AI for Vulnerable Customers
How AI can be used in the contact centre to identify and serve vulnerable customers more effectively. Free to download.
The Inner Circle Guide to AI-Enabled Agent Assistance (2026-27)
UK and US editions. Free to download. Updated April 2026.
The 2026 US Flagship reports
The 2026 US Contact Center & CX Decision-Makers’ Guides. Free to download.
The 2026 UK Flagship reports
The 2026 UK Contact Centre & CX Decision-Makers’ Guides. Free to download.
The 2026 US Contact Center Decision-Makers’ Guide
The 18th annual edition of the US’s largest study of the contact center industry, based on interviews with 207 US contact centers. The report gives you facts and hard data about every aspect of US customer experience management, technology and strategy – with sections on remote working, agent engagement & gamification, CX measurement & improvement, omnichannel, analytics, cloud and performance benchmarking metrics. Free to download.
US Contact Centers 2026-2030 – The State of the Industry & Technology Penetration
The reality of how the US contact center industry is changing, based on hard data from large-scale, ongoing primary research programs. Shows the size, structure and future of the US contact center industry by number of agent positions and contact centers, with technology penetration and forecasts to 2030, segmented by vertical market and size band. Priced at $1,850 / £1,395 + VAT.
UK Contact Centres 2026-2030 – The State of the Industry & Technology Penetration
The reality of how the UK contact centre industry is changing, based on hard data from large-scale, ongoing primary research programmes. Shows the size, structure and future of the UK contact centre industry by number of agent positions and contact centres, with technology penetration and forecasts to 2030, segmented by vertical market and size band. Priced at £1,395 + VAT / $1,850.
The 2026 UK Contact Centre HR & Operational Benchmarking Report
Details on salaries, attrition, absence, operational benchmarks and budgets, based on interviews with over 200 UK contact centres, with historical data. Findings are segmented by 12 vertical markets, 3 contact centre size bands, inbound/outbound activity and services/sales focus to give you the most accurate comparison with your own operation. Priced £375 + VAT / $495.
The 2026 US Customer Experience Decision-Makers’ Guide
CX performance, technology, investment and strategy, based on surveys with 190 US organizations and 1,000 US consumers. Includes NPS benchmarks, customers’ preferred communication channels, view on self-service vs live agent contact, and customer opinions on AI. Free to download.
The 2026 UK Customer Experience Decision-Makers’ Guide
CX performance, technology, investment and strategy, based on over 200 interviews with UK organisations and 1,000 UK consumers. Includes NPS benchmarks, customers’ preferred communication channels and outcomes on CX of using AI. Free to download.
The 2026 UK Contact Centre Decision-Makers’ Guide
The 23rd annual edition of the UK’s largest study of contact centres, based on interviews with over 200 UK contact centres. The extensive report gives you facts and hard data about every aspect of UK customer experience management, technology and strategy – with sections on AI & machine learning, operational benchmarking, customer personalisation, digital channels and agent engagement. Free to download.
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 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.
