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.


Agent engagement, morale, and empowerment – and the implications for your contact center

It goes without saying that no one wants to work in a despondent environment – and those that do find themselves in such a situation will quickly become disengaged.  Agents with low morale deliver lower engagement and performance, as well as higher rates of absenteeism and turnover. As such, improving morale is good for business […]

Read more