UK Contact Centres in 2008: The State of the Industry (6th edition)

The 6th annual edition of the definitive study of the UK contact centre industry. Based on information gathered from over 3,400 operations, this report gives the most accurate picture of the industry ever attempted. Analysis and data are segmented by vertical market, contact centre size and region: hard data and insightful analysis upon which you can base your commercial decisions with confidence. Forecasts of the industry (agent positions, contact centres and employment) have been added this year, segmented by region, vertical market and other key metrics, taking into account the likely economic downturn.

Comes with a FREE copy of the UK Contact Centre Operational Review (5th edition - 2007)

The US Contact Center Operational Review: (1st edition - 2007)

Following five successful years of producing the largest primary research study of UK contact centers, ContactBabel has produced its 1st annual study of the US contact center industry. Hundreds of US contact centers took part in the confidential study, the results of which are now available.

"The US Contact Center Operational Review" is over 250 pages in length, and looks in depth at salaries, attrition, training, multimedia, IP, self-service, strategies, outsourcing, planning and many other elements that are key to understanding how contact centers can best be run. Results have been segmented by industry sector and contact center size, so that readers can compare their own operations with those that are most similar.

The UK Contact Centre Operational Review: 5th edition - 2007

Built upon primary research with over 200 directors and managers in some of the UK's leading contact centre operations, this report contains the most up-to-date and largest survey of contact centres' performance metrics, strategy, operational practices, salary & attrition data and technology usage. FREE EXECUTIVE SUMMARY AVAILABLE.

North American Contact Centers in 2006: The State of the Industry (1st edition)

The definitive study of the North American contact center industry. Based on information gathered from over 3,000 operations, this report gives the most accurate picture of the industry ever attempted. 80 pages of analysis and 39 data tables, segmented by vertical market, contact centre size and state, division and region: hard data and insightful analysis upon which you can base your commercial decisions with confidence. Forecasts of the industry (agent positions, contact centres and employment) have been added this year, segmented by region, vertical market and other key metrics.

Best of all, the report is entirely free of charge.

The Indian and South African Contact Centre Operational Reviews                

The report contains results of interviews with 120 South African and Indian contact centre directors and managers in leading contact centres. The Operational Reviews look in depth at their operational, performance, HR and technological data to provide an unrivalled view of good, bad and average contact centres, so you can see how well or poorly you’re doing, whether domestic or offshore.

The report helps contact centres understand and improve performance through detailed statistical analysis of the two industries, and helpful advice is also provided in an easy-to-read Powerpoint and Excel format: a summary of key issues and data points is provided so you don’t have to search through everything to find what you want.

UK Contact Centre Technology Markets, 2004-2008

An in-depth primary research-based investigation of the UK contact centre solution market. Market sizing, forecasts, drivers, inhibitors and strategies for success are detailed for the following technologies: ACD (inc. IP-ACDs), voice self-service, CTI, interaction recording, workforce management and outbound dialling automation.

Finding the Balance: The Effect of Offshore Customer Contact on Profit and Brand

This report contains results of interviews with 1,008 UK adults, analysing their knowledge, attitudes, experience and reactions towards the offshoring of customer contact. From interviews carried out by top market research company ICM Research, the report looks in depth at what customers are thinking – and, more importantly, doing – about companies which offshore their customer service or sales functions.

The results are segmented by customer gender, age, socio-economic group and region to provide businesses with clear and actionable information about how separate elements of their customer base are acting.

Implications for insurers, banks, airlines, credit card companies, telcos and utilities companies are detailed, along with examples of how offshoring is financially affecting each type of business, for better or worse. The report also gives clear and urgent recommendations on how to make offshore customer contact more profitable for your business and more popular with your customers.

The IP Contact Centre Market in the UK (for solution providers)

A solution provider-focused report, this in-depth study of the IP market offers market sizing and forecast information you can believe, as well as detailing the issues, throught-processes and likely actions of Uk contact centres, through ourt large-scale primary research study. Backed up by expert opinion on tactics and strategies for success, this report is an objective and powerful tool for building and developing success in this critical market.

The Reality of IP Contact Centres in the UK (for contact centres)

Written in conjunction with CCA, this report is based upon a survey of 114 leading UK contact centres. It provides unrivalled objective advice to contact centres curious to know what their competitors and doing and thinking about IP solutions, and offers unbiased expert advice on when, how and why to implement IP.