Research

The largest and most up-to-date collection of free contact centre and CX research available for the UK, US and ANZ industries.

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To download multiple reports, check the boxes beside the flags in the left hand column. Once you have selected the reports you require click "Download Selected" at the top or bottom of the page.

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The 2023-24 UK Customer Experience Decision-Makers' Guide

The 2023-24 US Customer Experience Decision-Makers' Guide

Exceeding US Customer Expectations

Exceeding UK Customer Expectations

The UK Contact Centre Decision-Makers' Guide

The US Contact Center Decision-Makers' Guide

The 2023-24 Australian and New Zealand Contact Centre Decision-Makers' Guide

The Inner Circle Guide to Agent Engagement & Empowerment

The Inner Circle Guide to AI, Chatbots & Machine Learning (3rd edition)

The Inner Circle Guide to Customer Engagement & Personalisation

The Inner Circle Guide to Cloud-based Contact Centre Solutions

The Inner Circle Guide to Customer Interaction Analytics

The Inner Circle Guide to First-Contact Resolution

The Inner Circle Guide to Fraud Reduction & PCI Compliance

The Inner Circle Guide to Omnichannel (2023-24)

The Inner Circle Guide to Omnichannel Workforce Optimisation

The Inner Circle Guide to Outbound

The Inner Circle Guide to Remote & Hybrid Working Contact Centre Solutions

The Inner Circle Guide to Self-Service

The Inner Circle Guide to Next-Generation Customer Contact

UK Contact Centre Verticals: Communications

UK Contact Centre Verticals: Finance

UK Contact Centre Verticals: Insurance

UK Contact Centre Verticals: Manufacturing

UK Contact Centre Verticals: Outsourcing

UK Contact Centre Verticals: Public Sector

UK Contact Centre Verticals: Retail & Distribution

UK Contact Centre Verticals: Utilities

US Contact Center Verticals: Communications

US Contact Center Verticals: Finance

US Contact Center Verticals: Healthcare

US Contact Center Verticals: Insurance

US Contact Center Verticals: Outsourcing

US Contact Center Verticals: Public Sector

US Contact Center Verticals: Retail & Distribution

The 2023 UK Contact Centre HR & Operational Benchmarking Report : Details on salaries, attrition, absence, operational benchmarks and budgets. Priced £375 + VAT / $495.

Download more information Priced at $495.00

The 2023 US Contact Center HR & Operational Benchmarking Report : Details on salaries, attrition, absence, operational benchmarks and budgets. Priced $495 / £375 + VAT

Download more information Priced at $495.00

UK Contact Centres - 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 2027.

Download more information Priced at $1,750.00

US Contact Centers - The State of the Industry & 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 2027.

Download more information Priced at $1,750.00

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