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World-class research, data and insights into the contact centre and CX industries
✓ Peer-driven benchmarking
✓ Latest research
✓ Industry-led
✓ Primary research
About 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.
Contact Centre and CX Research - Download Now
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- ANZ research
- South African Research
- UK Research
- US Research
The definitive view of the ANZ contact centre industry. Leading-edge research based on surveys with 118 Australian and New Zealand contact centres and thousands of customers.
Based on surveys with over 100 South African contact centres – both BPO and captive / inhouse, this is the leading research into this dynamic industry.
Is agent attrition costing you millions annually? How to identify agents at risk of burnout and attrition while there's still time to act.
Agentic AI is not just a technological milestone, but the start of a new CX operating model. What's actually new, and how can it best be used?
CX investment often looks at cost-cutting but what about the other element of profitability – sales growth? Understanding how AI can positively impact your sales is crucial for long-term success.
Transform your biggest pain points into competitive advantages: discover the 4 proven AI strategies revolutionising the agent’s role and delivering measurable ROI.
Solution Providers
Sponsor a Report
Various sponsorship options are available for solution providers interested in demand generation who are looking to communicate directly with contact centre and CX decision-makers, including receiving details of reports’ downloaders with marketing consent.
UK Contact Centre Directory
The UK Contact Centre Directory is a database of UK contact centres used for sales and marketing. The database has contact details for 12,364 operational and senior manager and directors. Contacts are arranged by vertical market, agent positions and job title / role.
Consulting
Driven by our massive primary research programmes, we offer bespoke research and analysis services to contact centre solution providers: market education, webinars, market development strategy, white papers, market sizing and customer presentations.
Research Testimonials
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Latest Articles
Making Workforce Management Work For Agents Too
In older versions of workforce management (WFM), once the forecasts and schedules were set based on historical data and expectation, the opportunity for change was …
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 …
What customers want when they contact an organisation – and what they get
Contact centres are key to an organisation’s success, primarily due to being the primary customer touchpoint. When customers contact organisations, it is important that the …