Welcome to ContactBabel

Founded in 2000, ContactBabel is the leading research and analysis firm for the contact centre industry. If you have a question about how the industry works, or where it’s heading, the chances are that we have the answer.

We help the biggest and most successful vendors develop their contact centre strategies and talk to the right prospects. We help contact centres compare themselves to their closest competitors and to understand the technological and operational changes that are affecting our industry.


How effectively is your contact centre recognising and handling ‘moments of truth’ in customer interactions?

In a recent article of ours, we wrote about the Customer Interaction Cube, which provides a structure setting out no fewer than eight different types of customer interaction, based on factors including the emotional importance, urgency, and complexity of the customer’s query.  Even the structure outlined by this 2x2x2 cube, however, can only ever represent […]

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