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.
AI for Contact Centre Cost Reduction
Despite the rise in self-service, the phone channel is still strongly preferred by customers. Learn how AI can reduce the demand for expensive live voice support, while cutting costs when there are calls that you have to take. UK and US editions. Free to download. Published October 2024.
Pay & Rewards in UK Contact Centres
77 charts and data tables show pay and rewards for the UK contact centre industry. Based on primary research surveys with 279 UK contact centres, segmented by vertical market, contact centre size, region, job role and inbound / outbound / 2nd-line. Priced £495 + VAT.
AI in US Contact Center Verticals: Retail & Distribution
Written for the retail & distribution industry, 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 retail & distribution vertical market. Free to download.
AI in US Contact Center Verticals: Insurance
Written for the insurance industry, and those interested in understanding this sector, the report shows how AI can alleviate the challenges faced by the US contact center insurance vertical market. Free to download.
