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 frequently are call centre agents genuinely polite and friendly?

It might seem a reasonable assumption that customers who reach out to a call centre should be able to expect politeness and friendliness from the agent that they are put in contact with – and of course, it is.  Indeed, research indicates that this is an especially high priority among many young customers who do […]

Read more