Intensive primary research and in-depth industry knowledge. The present and future state of customer contact, for both supplier and contact centre alike.

"Customer 2.0: Customer Experience and Profitability in the New Economy": an extended, free White Paper investigating what UK organisations can expect from post-recession consumers, and how to move beyond traditional customer satisfaction measurements towards an insightful and actionable customer experience framework.
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UK Contact Centres in 2010: The State of the Industry: the definitive study of the industry. The size, shape, structure and future of the UK contact centre industry, based on thousands of interviews.
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The UK Contact Centre Decision-Makers' Guide (7th edition) : performance, technology, HR and strategic direction, based on over 200 interviews with UK contact centres.
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The UK Contact Centre Outsourcing Industry in 2009: a report combining a wealth of primary research and analytical knowledge, along with the benefits of real-life consulting expertise and close working relationships with the UK's top outsourcers.
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The US Contact Center Decision-Makers' Guide: performance, technology, HR and strategic direction, based on over 200 interviews with US contact centers.

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North American Contact Centers in 2006: The State of the Industry (1st edition): the definitive study of the industry. Contact center and agent position sizing, forecasts and segmentations.
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