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About ContactBabel
ContactBabel is the leading analyst firm for the contact centre industry. If you have a question about how the industry works, or where it’s heading, the chances are we have the answer.
The coverage provided by our massive and ongoing primary research projects is matched by our experience analysing the contact centre industry. We understand how technology, people and process best fit together, and how they will work collectively in the future.
We help the biggest and most successful vendors develop their contact centre strategies and talk to the right prospects.
We have shown the UK government how the contact centre industry will develop and change.
We help contact centres compare themselves to their closest competitors so they can understand what they are doing well and what needs to improve.
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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 …