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

ContactBabel reports & sponsorship opportunities in 2020

USAThe Inner Circle Guide to First-Contact Resolution: the definitive analyst guide to improving first-time resolution and avoiding call-backs - free. Download full report

USAThe Inner Circle Guide to Cloud-based Contact Centre Solutions (4th edition): the definitive analyst guide to improving first-time resolution and avoiding call-backs - free. Download full report

USAThe Inner Circle Guide to Contact Centre Remote Working Solutions: the definitive analyst study of how contact centres can succeed with a remote working model. Includes new data on the effect of the coronavirus crisis on the industry. Download full report

USAThe Inner Circle Guide to AI-Enabled Self-Service: the definitive analyst study of how intelligent automated service - via AI, IVR, speech, virtual agents, mobile and social channels - fits into the customer contact mix. Download full report

UK Contact Centre Verticals: Outsourcing: detailing the size, structure, technology, HR, benchmarking and strategy of the outsourced contact centre vertical market. Download full report

USAUS Contact Center Verticals: Finance, Insurance, Retail & Distribution: 3 reports detailing the size, structure, technology, HR, benchmarking and strategy of these key contact center vertical markets. Download full reports

USAUS Contact Centers 2020-2024: The State of the Industry and Technology Penetration: the definitive study of the industry. The size, shape, structure and future of the US contact center industry, with technology penetration and forecasts to 2024. Download report details

UK Contact Centres 2020-2024: The State of the Industry & Technology Penetration: the definitive study of the industry. The size, shape, structure and future of the UK contact centre industry, with technology penetration and forecasts to 2024. Download report more information

The 2020 UK Contact Centre HR & Operational Benchmarking Report: details on salaries, attrition, absence, operational benchmarks and budgets. Priced £350 + VAT. Download more information

The 2020 US Contact Center HR & Operational Benchmarking Report: details on salaries, attrition, absence, operational benchmarks and budgets. Priced $495 + VAT. Download more information

The UK Contact Centre Decision-Makers' Guide (17th edition - 2019-20): performance, technology, HR and strategic direction, based on over 200 interviews with UK contact centres. Download full report

USAThe US Contact Center Decision-Makers' Guide (12th edition - 2019-20): performance, technology, HR and strategic direction, based on over 200 interviews with US contact centers. Download 2019-20 full report (registration required)

USAThe Inner Circle Guide to Customer Interaction Analytics (v4): the definitive analyst study of how speech and interaction analytics can be used to influence cost, profitability and quality. Download full report

The 2019-20 UK Customer Experience Decision-Makers' Guide: CX performance, technology, investment and strategy, based on over 200 interviews with UK organisations and 1,000 UK consumers. Download full report

The 2019-20 US Customer Experience Decision-Makers' Guide: CX performance, technology, investment and strategy, based on over 200 interviews with US organizations and 1,000 US consumers. Download full report

USAThe Inner Circle Guide to Fraud Reduction & PCI Compliance: the definitive analyst study of how contact centres can reduce fraud and become PCI compliant. Download full report

USAThe Inner Circle Guide to AI, Chatbots & Machine Learning: the definitive analyst study of how artificial intelligence and machine learning can be used in the contact centre. Download full report

USAThe Inner Circle Guide to Omnichannel (2nd edition): the definitive analyst study of the use of digital channels in customer contact. Download full report

UK Contact Centre Verticals: Finance, Insurance, Retail & Distribution: 3 reports detailing the size, structure, technology, HR, benchmarking and strategy of these key contact centre vertical markets. Download full reports

USAThe Inner Circle Guide to Multichannel Workforce Optimization: major analyst study into the usage and future of workforce optimization. Download full report

USAThe Inner Circle Guide to Outbound & Call Blending: the definitive analyst study of the outbound industry. Download full report

USAThe Inner Circle Guide to PCI DSS Compliance in the Contact Centre: the definitive analyst study of what PCI DSS means to contact centres, and how they can become compliant. Download full report

"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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