Research

How AI can improve agent productivity. Cut unnecessary time in the call, route intelligently, reduce wrap, improve first-contact resolution and manage workloads.

Leverage 100% of customer interaction intelligence, and discover critical insights for your wider business as well as your contact centre operations.  

How AI can cut the cost of service while improving CX: first-contact resolution, proactive service, automating quality management, cutting call lengths and deflecting unnecessary calls.  

Learn about the evolution towards "No-Contact Resolution". The ultimate expression of AI-driven customer insight is anticipatory service: resolving issues before customers realise they exist.  

Find out how AI can measure CSAT quickly and accurately, identifying broken processes that really affect CX and improving the areas that drive true customer satisfaction.  

The use of automation for email, web chat and social media has stalled recently. Find out how AI can encourage uptake of digital channels & self-service and avoid unnecessary calls.  

First-contact resolution is a key driver of CX. Find out how AI can be used to measure FCR accurately, identify drivers of repeat contacts and improve FCR across all channels.  

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.  

How UK financial services contact centres use AI to cut call duration, comply with regulations, reduce fraud and improve first-contact resolution.  

How UK healthcare providers are using AI to improve self-service uptake, increase personalisation, manage spikes in demand and comply with regulations.  

How UK insurance contact centres are using AI to reduce wasted time in the call, improve the uptake of self-service & digital interactions and manage younger customers.  

How UK local government contact centres use AI to deflect unnecessary calls, improve self-service, optimise call activity and deliver better CX.  

How UK outsourcers / BPOs are using AI to maximise sales opportunities, ensure compliance, reduce agent attrition and cut call lengths.  

How UK retailers use AI in their contact centres to improve call profitability, reduce cost per contact, improve younger customers' loyalty and compete successfully.  

How UK travel and transport contact centres use AI to improve telephony service levels, improve personalisation, increase self-service uptake and compete successfully.  

How UK utilities contact centres use AI to trim excessive call lengths, encourage self-service uptake, manage younger customers and compete effectively.  

How US financial services is using AI in their contact centers to reduce wasted time in the call, avoid fraud, cut unnecessary calls and comply with regulations.  

How US healthcare providers use AI to improve self-service uptake, increase customer personalization, reduce cost per contact and comply with regulations.  

How AI is used in US insurance contact centers to trim call durations, improve self-service and digital service, and compete more effectively.  

How AI is being used in US public sector and government contact centers to reduce queue lengths, improve self-service and cut costs.  

How AI is being used in US retail contact centers to reduce call lengths, improve first-contact resolution, cut cost and improve loyalty.  

Is agent attrition costing you millions annually? How to identify agents at risk of burnout and attrition while there's still time to act.

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.  

How to make technology, HR and business processes work together to drive agent engagement and empowerment. Improve both your CX and agent attrition / absence outcomes.

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?

Customer preference for live telephony is stronger than ever, particularly for emotional, urgent or complex calls. Improve live calls by augmenting your agents with AI, rather than replacing them.

After rapid growth, automated web chat has stalled as rules-based bots reach the limit of their capabilities. Discover how true AI boosts the uptake and success of chatbots and voicebots.

The definitive analyst study of the business drivers, technology, usage and market for cloud-based contact centre solutions. Discover how cloud can offer flexibility, scalability and agility to CX operations.

The definitive analyst study of how personalisation strategies and supporting technology can improve customer engagement.

Customer interaction analytics offers huge opportunities to gain business insight, improve operational efficiency and develop agent performance. AI has only enhanced that.

First-contact resolution is the ‘miracle metric’ that improves customer experience while helping business profitability. How do you measure and improve it?

How can businesses cost-effectively meet the threat of telephone fraud while managing the customer experience and taking card payments effectively?

Research on the reality of digital channels, customer channel preference vs usage, cost per channel and the steps to be taken to move to a true omnichannel environment.

The definitive analyst guide to the WFO / WEM suite, including WFM, analytics, recording/QA, eLearning, gamification and performance management.

How contact centres can succeed with a remote/hybrid working model. Data and recommendations on performance, usage, quality, security and remote agent management.

How intelligent automated self-service - via AI, chatbots, voicebots, IVR, speech recognition, virtual agents, mobile and social channels - fits into the customer contact mix.

Based on surveys with over 100 South African contact centres – both BPO and captive / inhouse, this is the leading research into this dynamic industry.  

The 22nd annual edition of our UK flagship research report, based on interviews with over 200 UK contact centres. Facts and hard data about every aspect of UK CX and contact centres.

The 14th annual edition of the largest UK contact centre HR & operational benchmarking report available. Based on surveys with over 200 UK operations.

The 17th annual edition of our US flagship research report, based on interviews with 192 US contact centers. Facts and hard data about every aspect of US CX and contact centers.

The 11th annual edition of the largest US contact center HR & operational benchmarking report available. Based on surveys with almost 200 US operations.

This research looks at the structure, growth, technology, HR and commercial issues found in UK communications and telecoms contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK banking, credit card and financial services contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK insurance contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK manufacturing contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK BPO, outsourcing and telemarketing contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK public sector contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK retail & distribution contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK travel and transport contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK utilities contact centres.

In its 23rd year, and based on ongoing primary research with 1,000s of UK contact centres, this is the largest and most established UK contact centre market sizing report available.

The major survey of CX performance, technology, investment and strategy, based on 211 interviews with UK organisations and 1,000 UK consumers. Updated annually.

With half a million agent positions, the finance sector is crucial to the US contact center industry. Benchmark and understand FS CX investments, and learn what the future holds for this major vertical market.

Benchmark US insurance contact centers and understand their investment priorities, how they are moving away from phone-first and improving their operational performance.

With outsourcing / BPO still growing, understand investment plans, operational benchmarks and how the move to digital channels is affecting this key US contact center sector.

Discover US public sector & government contact center benchmarks, performance and investment priorities. What does the future hold for these operations?

With 400,000 agent positions, retail & distribution is a key US contact center sector, and has very high levels of digital contact. This report benchmarks the retail sector and shows where it is going.

In its 13th year, and based on ongoing primary research with 1,000s of US contact centers, this is the largest and most established US contact center market sizing report available.

The major survey of CX performance, technology, investment and strategy, based on 190 surveys with US organizations and 1,000 US consumers. Updated annually.

How AI can improve agent productivity. Cut unnecessary time in the call, route intelligently, reduce wrap, improve first-contact resolution and manage workloads.

Leverage 100% of customer interaction intelligence, and discover critical insights for your wider business as well as your contact centre operations.  

How AI can cut the cost of service while improving CX: first-contact resolution, proactive service, automating quality management, cutting call lengths and deflecting unnecessary calls.  

Learn about the evolution towards "No-Contact Resolution". The ultimate expression of AI-driven customer insight is anticipatory service: resolving issues before customers realise they exist.  

Find out how AI can measure CSAT quickly and accurately, identifying broken processes that really affect CX and improving the areas that drive true customer satisfaction.  

The use of automation for email, web chat and social media has stalled recently. Find out how AI can encourage uptake of digital channels & self-service and avoid unnecessary calls.  

First-contact resolution is a key driver of CX. Find out how AI can be used to measure FCR accurately, identify drivers of repeat contacts and improve FCR across all channels.  

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.  

How UK financial services contact centres use AI to cut call duration, comply with regulations, reduce fraud and improve first-contact resolution.  

How UK healthcare providers are using AI to improve self-service uptake, increase personalisation, manage spikes in demand and comply with regulations.  

How UK insurance contact centres are using AI to reduce wasted time in the call, improve the uptake of self-service & digital interactions and manage younger customers.  

How UK local government contact centres use AI to deflect unnecessary calls, improve self-service, optimise call activity and deliver better CX.  

How UK outsourcers / BPOs are using AI to maximise sales opportunities, ensure compliance, reduce agent attrition and cut call lengths.  

How UK retailers use AI in their contact centres to improve call profitability, reduce cost per contact, improve younger customers' loyalty and compete successfully.  

How UK travel and transport contact centres use AI to improve telephony service levels, improve personalisation, increase self-service uptake and compete successfully.  

How UK utilities contact centres use AI to trim excessive call lengths, encourage self-service uptake, manage younger customers and compete effectively.  

How US financial services is using AI in their contact centers to reduce wasted time in the call, avoid fraud, cut unnecessary calls and comply with regulations.  

How US healthcare providers use AI to improve self-service uptake, increase customer personalization, reduce cost per contact and comply with regulations.  

How AI is used in US insurance contact centers to trim call durations, improve self-service and digital service, and compete more effectively.  

How AI is being used in US public sector and government contact centers to reduce queue lengths, improve self-service and cut costs.  

How AI is being used in US retail contact centers to reduce call lengths, improve first-contact resolution, cut cost and improve loyalty.  

Is agent attrition costing you millions annually? How to identify agents at risk of burnout and attrition while there's still time to act.

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.  

How to make technology, HR and business processes work together to drive agent engagement and empowerment. Improve both your CX and agent attrition / absence outcomes.

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?

Customer preference for live telephony is stronger than ever, particularly for emotional, urgent or complex calls. Improve live calls by augmenting your agents with AI, rather than replacing them.

After rapid growth, automated web chat has stalled as rules-based bots reach the limit of their capabilities. Discover how true AI boosts the uptake and success of chatbots and voicebots.

The definitive analyst study of the business drivers, technology, usage and market for cloud-based contact centre solutions. Discover how cloud can offer flexibility, scalability and agility to CX operations.

The definitive analyst study of how personalisation strategies and supporting technology can improve customer engagement.

Customer interaction analytics offers huge opportunities to gain business insight, improve operational efficiency and develop agent performance. AI has only enhanced that.

First-contact resolution is the ‘miracle metric’ that improves customer experience while helping business profitability. How do you measure and improve it?

How can businesses cost-effectively meet the threat of telephone fraud while managing the customer experience and taking card payments effectively?

Research on the reality of digital channels, customer channel preference vs usage, cost per channel and the steps to be taken to move to a true omnichannel environment.

The definitive analyst guide to the WFO / WEM suite, including WFM, analytics, recording/QA, eLearning, gamification and performance management.

How contact centres can succeed with a remote/hybrid working model. Data and recommendations on performance, usage, quality, security and remote agent management.

How intelligent automated self-service - via AI, chatbots, voicebots, IVR, speech recognition, virtual agents, mobile and social channels - fits into the customer contact mix.

Based on surveys with over 100 South African contact centres – both BPO and captive / inhouse, this is the leading research into this dynamic industry.  

The 22nd annual edition of our UK flagship research report, based on interviews with over 200 UK contact centres. Facts and hard data about every aspect of UK CX and contact centres.

The 14th annual edition of the largest UK contact centre HR & operational benchmarking report available. Based on surveys with over 200 UK operations.

The 17th annual edition of our US flagship research report, based on interviews with 192 US contact centers. Facts and hard data about every aspect of US CX and contact centers.

The 11th annual edition of the largest US contact center HR & operational benchmarking report available. Based on surveys with almost 200 US operations.

This research looks at the structure, growth, technology, HR and commercial issues found in UK communications and telecoms contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK banking, credit card and financial services contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK insurance contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK manufacturing contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK BPO, outsourcing and telemarketing contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK public sector contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK retail & distribution contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK travel and transport contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK utilities contact centres.

In its 23rd year, and based on ongoing primary research with 1,000s of UK contact centres, this is the largest and most established UK contact centre market sizing report available.

The major survey of CX performance, technology, investment and strategy, based on 211 interviews with UK organisations and 1,000 UK consumers. Updated annually.

With half a million agent positions, the finance sector is crucial to the US contact center industry. Benchmark and understand FS CX investments, and learn what the future holds for this major vertical market.

Benchmark US insurance contact centers and understand their investment priorities, how they are moving away from phone-first and improving their operational performance.

With outsourcing / BPO still growing, understand investment plans, operational benchmarks and how the move to digital channels is affecting this key US contact center sector.

Discover US public sector & government contact center benchmarks, performance and investment priorities. What does the future hold for these operations?

With 400,000 agent positions, retail & distribution is a key US contact center sector, and has very high levels of digital contact. This report benchmarks the retail sector and shows where it is going.

In its 13th year, and based on ongoing primary research with 1,000s of US contact centers, this is the largest and most established US contact center market sizing report available.

The major survey of CX performance, technology, investment and strategy, based on 190 surveys with US organizations and 1,000 US consumers. Updated annually.

How AI can improve agent productivity. Cut unnecessary time in the call, route intelligently, reduce wrap, improve first-contact resolution and manage workloads.

Leverage 100% of customer interaction intelligence, and discover critical insights for your wider business as well as your contact centre operations.  

How AI can cut the cost of service while improving CX: first-contact resolution, proactive service, automating quality management, cutting call lengths and deflecting unnecessary calls.  

Learn about the evolution towards "No-Contact Resolution". The ultimate expression of AI-driven customer insight is anticipatory service: resolving issues before customers realise they exist.  

Find out how AI can measure CSAT quickly and accurately, identifying broken processes that really affect CX and improving the areas that drive true customer satisfaction.  

The use of automation for email, web chat and social media has stalled recently. Find out how AI can encourage uptake of digital channels & self-service and avoid unnecessary calls.  

First-contact resolution is a key driver of CX. Find out how AI can be used to measure FCR accurately, identify drivers of repeat contacts and improve FCR across all channels.  

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.  

How UK financial services contact centres use AI to cut call duration, comply with regulations, reduce fraud and improve first-contact resolution.  

How UK healthcare providers are using AI to improve self-service uptake, increase personalisation, manage spikes in demand and comply with regulations.  

How UK insurance contact centres are using AI to reduce wasted time in the call, improve the uptake of self-service & digital interactions and manage younger customers.  

How UK local government contact centres use AI to deflect unnecessary calls, improve self-service, optimise call activity and deliver better CX.  

How UK outsourcers / BPOs are using AI to maximise sales opportunities, ensure compliance, reduce agent attrition and cut call lengths.  

How UK retailers use AI in their contact centres to improve call profitability, reduce cost per contact, improve younger customers' loyalty and compete successfully.  

How UK travel and transport contact centres use AI to improve telephony service levels, improve personalisation, increase self-service uptake and compete successfully.  

How UK utilities contact centres use AI to trim excessive call lengths, encourage self-service uptake, manage younger customers and compete effectively.  

How US financial services is using AI in their contact centers to reduce wasted time in the call, avoid fraud, cut unnecessary calls and comply with regulations.  

How US healthcare providers use AI to improve self-service uptake, increase customer personalization, reduce cost per contact and comply with regulations.  

How AI is used in US insurance contact centers to trim call durations, improve self-service and digital service, and compete more effectively.  

How AI is being used in US public sector and government contact centers to reduce queue lengths, improve self-service and cut costs.  

How AI is being used in US retail contact centers to reduce call lengths, improve first-contact resolution, cut cost and improve loyalty.  

Is agent attrition costing you millions annually? How to identify agents at risk of burnout and attrition while there's still time to act.

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.  

How to make technology, HR and business processes work together to drive agent engagement and empowerment. Improve both your CX and agent attrition / absence outcomes.

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?

Customer preference for live telephony is stronger than ever, particularly for emotional, urgent or complex calls. Improve live calls by augmenting your agents with AI, rather than replacing them.

After rapid growth, automated web chat has stalled as rules-based bots reach the limit of their capabilities. Discover how true AI boosts the uptake and success of chatbots and voicebots.

The definitive analyst study of the business drivers, technology, usage and market for cloud-based contact centre solutions. Discover how cloud can offer flexibility, scalability and agility to CX operations.

The definitive analyst study of how personalisation strategies and supporting technology can improve customer engagement.

Customer interaction analytics offers huge opportunities to gain business insight, improve operational efficiency and develop agent performance. AI has only enhanced that.

First-contact resolution is the ‘miracle metric’ that improves customer experience while helping business profitability. How do you measure and improve it?

How can businesses cost-effectively meet the threat of telephone fraud while managing the customer experience and taking card payments effectively?

Research on the reality of digital channels, customer channel preference vs usage, cost per channel and the steps to be taken to move to a true omnichannel environment.

The definitive analyst guide to the WFO / WEM suite, including WFM, analytics, recording/QA, eLearning, gamification and performance management.

How contact centres can succeed with a remote/hybrid working model. Data and recommendations on performance, usage, quality, security and remote agent management.

How intelligent automated self-service - via AI, chatbots, voicebots, IVR, speech recognition, virtual agents, mobile and social channels - fits into the customer contact mix.

Based on surveys with over 100 South African contact centres – both BPO and captive / inhouse, this is the leading research into this dynamic industry.  

The 22nd annual edition of our UK flagship research report, based on interviews with over 200 UK contact centres. Facts and hard data about every aspect of UK CX and contact centres.

The 14th annual edition of the largest UK contact centre HR & operational benchmarking report available. Based on surveys with over 200 UK operations.

The 17th annual edition of our US flagship research report, based on interviews with 192 US contact centers. Facts and hard data about every aspect of US CX and contact centers.

The 11th annual edition of the largest US contact center HR & operational benchmarking report available. Based on surveys with almost 200 US operations.

This research looks at the structure, growth, technology, HR and commercial issues found in UK communications and telecoms contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK banking, credit card and financial services contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK insurance contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK manufacturing contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK BPO, outsourcing and telemarketing contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK public sector contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK retail & distribution contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK travel and transport contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK utilities contact centres.

In its 23rd year, and based on ongoing primary research with 1,000s of UK contact centres, this is the largest and most established UK contact centre market sizing report available.

The major survey of CX performance, technology, investment and strategy, based on 211 interviews with UK organisations and 1,000 UK consumers. Updated annually.

With half a million agent positions, the finance sector is crucial to the US contact center industry. Benchmark and understand FS CX investments, and learn what the future holds for this major vertical market.

Benchmark US insurance contact centers and understand their investment priorities, how they are moving away from phone-first and improving their operational performance.

With outsourcing / BPO still growing, understand investment plans, operational benchmarks and how the move to digital channels is affecting this key US contact center sector.

Discover US public sector & government contact center benchmarks, performance and investment priorities. What does the future hold for these operations?

With 400,000 agent positions, retail & distribution is a key US contact center sector, and has very high levels of digital contact. This report benchmarks the retail sector and shows where it is going.

In its 13th year, and based on ongoing primary research with 1,000s of US contact centers, this is the largest and most established US contact center market sizing report available.

The major survey of CX performance, technology, investment and strategy, based on 190 surveys with US organizations and 1,000 US consumers. Updated annually.

How AI can improve agent productivity. Cut unnecessary time in the call, route intelligently, reduce wrap, improve first-contact resolution and manage workloads.

Leverage 100% of customer interaction intelligence, and discover critical insights for your wider business as well as your contact centre operations.  

How AI can cut the cost of service while improving CX: first-contact resolution, proactive service, automating quality management, cutting call lengths and deflecting unnecessary calls.  

Learn about the evolution towards "No-Contact Resolution". The ultimate expression of AI-driven customer insight is anticipatory service: resolving issues before customers realise they exist.  

Find out how AI can measure CSAT quickly and accurately, identifying broken processes that really affect CX and improving the areas that drive true customer satisfaction.  

The use of automation for email, web chat and social media has stalled recently. Find out how AI can encourage uptake of digital channels & self-service and avoid unnecessary calls.  

First-contact resolution is a key driver of CX. Find out how AI can be used to measure FCR accurately, identify drivers of repeat contacts and improve FCR across all channels.  

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.  

How UK financial services contact centres use AI to cut call duration, comply with regulations, reduce fraud and improve first-contact resolution.  

How UK healthcare providers are using AI to improve self-service uptake, increase personalisation, manage spikes in demand and comply with regulations.  

How UK insurance contact centres are using AI to reduce wasted time in the call, improve the uptake of self-service & digital interactions and manage younger customers.  

How UK local government contact centres use AI to deflect unnecessary calls, improve self-service, optimise call activity and deliver better CX.  

How UK outsourcers / BPOs are using AI to maximise sales opportunities, ensure compliance, reduce agent attrition and cut call lengths.  

How UK retailers use AI in their contact centres to improve call profitability, reduce cost per contact, improve younger customers' loyalty and compete successfully.  

How UK travel and transport contact centres use AI to improve telephony service levels, improve personalisation, increase self-service uptake and compete successfully.  

How UK utilities contact centres use AI to trim excessive call lengths, encourage self-service uptake, manage younger customers and compete effectively.  

How US financial services is using AI in their contact centers to reduce wasted time in the call, avoid fraud, cut unnecessary calls and comply with regulations.  

How US healthcare providers use AI to improve self-service uptake, increase customer personalization, reduce cost per contact and comply with regulations.  

How AI is used in US insurance contact centers to trim call durations, improve self-service and digital service, and compete more effectively.  

How AI is being used in US public sector and government contact centers to reduce queue lengths, improve self-service and cut costs.  

How AI is being used in US retail contact centers to reduce call lengths, improve first-contact resolution, cut cost and improve loyalty.  

Is agent attrition costing you millions annually? How to identify agents at risk of burnout and attrition while there's still time to act.

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.  

How to make technology, HR and business processes work together to drive agent engagement and empowerment. Improve both your CX and agent attrition / absence outcomes.

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?

Customer preference for live telephony is stronger than ever, particularly for emotional, urgent or complex calls. Improve live calls by augmenting your agents with AI, rather than replacing them.

After rapid growth, automated web chat has stalled as rules-based bots reach the limit of their capabilities. Discover how true AI boosts the uptake and success of chatbots and voicebots.

The definitive analyst study of the business drivers, technology, usage and market for cloud-based contact centre solutions. Discover how cloud can offer flexibility, scalability and agility to CX operations.

The definitive analyst study of how personalisation strategies and supporting technology can improve customer engagement.

Customer interaction analytics offers huge opportunities to gain business insight, improve operational efficiency and develop agent performance. AI has only enhanced that.

First-contact resolution is the ‘miracle metric’ that improves customer experience while helping business profitability. How do you measure and improve it?

How can businesses cost-effectively meet the threat of telephone fraud while managing the customer experience and taking card payments effectively?

Research on the reality of digital channels, customer channel preference vs usage, cost per channel and the steps to be taken to move to a true omnichannel environment.

The definitive analyst guide to the WFO / WEM suite, including WFM, analytics, recording/QA, eLearning, gamification and performance management.

How contact centres can succeed with a remote/hybrid working model. Data and recommendations on performance, usage, quality, security and remote agent management.

How intelligent automated self-service - via AI, chatbots, voicebots, IVR, speech recognition, virtual agents, mobile and social channels - fits into the customer contact mix.

Based on surveys with over 100 South African contact centres – both BPO and captive / inhouse, this is the leading research into this dynamic industry.  

The 22nd annual edition of our UK flagship research report, based on interviews with over 200 UK contact centres. Facts and hard data about every aspect of UK CX and contact centres.

The 14th annual edition of the largest UK contact centre HR & operational benchmarking report available. Based on surveys with over 200 UK operations.

The 17th annual edition of our US flagship research report, based on interviews with 192 US contact centers. Facts and hard data about every aspect of US CX and contact centers.

The 11th annual edition of the largest US contact center HR & operational benchmarking report available. Based on surveys with almost 200 US operations.

This research looks at the structure, growth, technology, HR and commercial issues found in UK communications and telecoms contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK banking, credit card and financial services contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK insurance contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK manufacturing contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK BPO, outsourcing and telemarketing contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK public sector contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK retail & distribution contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK travel and transport contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK utilities contact centres.

In its 23rd year, and based on ongoing primary research with 1,000s of UK contact centres, this is the largest and most established UK contact centre market sizing report available.

The major survey of CX performance, technology, investment and strategy, based on 211 interviews with UK organisations and 1,000 UK consumers. Updated annually.

With half a million agent positions, the finance sector is crucial to the US contact center industry. Benchmark and understand FS CX investments, and learn what the future holds for this major vertical market.

Benchmark US insurance contact centers and understand their investment priorities, how they are moving away from phone-first and improving their operational performance.

With outsourcing / BPO still growing, understand investment plans, operational benchmarks and how the move to digital channels is affecting this key US contact center sector.

Discover US public sector & government contact center benchmarks, performance and investment priorities. What does the future hold for these operations?

With 400,000 agent positions, retail & distribution is a key US contact center sector, and has very high levels of digital contact. This report benchmarks the retail sector and shows where it is going.

In its 13th year, and based on ongoing primary research with 1,000s of US contact centers, this is the largest and most established US contact center market sizing report available.

The major survey of CX performance, technology, investment and strategy, based on 190 surveys with US organizations and 1,000 US consumers. Updated annually.

How AI can improve agent productivity. Cut unnecessary time in the call, route intelligently, reduce wrap, improve first-contact resolution and manage workloads.

Leverage 100% of customer interaction intelligence, and discover critical insights for your wider business as well as your contact centre operations.  

How AI can cut the cost of service while improving CX: first-contact resolution, proactive service, automating quality management, cutting call lengths and deflecting unnecessary calls.  

Learn about the evolution towards "No-Contact Resolution". The ultimate expression of AI-driven customer insight is anticipatory service: resolving issues before customers realise they exist.  

Find out how AI can measure CSAT quickly and accurately, identifying broken processes that really affect CX and improving the areas that drive true customer satisfaction.  

The use of automation for email, web chat and social media has stalled recently. Find out how AI can encourage uptake of digital channels & self-service and avoid unnecessary calls.  

First-contact resolution is a key driver of CX. Find out how AI can be used to measure FCR accurately, identify drivers of repeat contacts and improve FCR across all channels.  

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.  

How UK financial services contact centres use AI to cut call duration, comply with regulations, reduce fraud and improve first-contact resolution.  

How UK healthcare providers are using AI to improve self-service uptake, increase personalisation, manage spikes in demand and comply with regulations.  

How UK insurance contact centres are using AI to reduce wasted time in the call, improve the uptake of self-service & digital interactions and manage younger customers.  

How UK local government contact centres use AI to deflect unnecessary calls, improve self-service, optimise call activity and deliver better CX.  

How UK outsourcers / BPOs are using AI to maximise sales opportunities, ensure compliance, reduce agent attrition and cut call lengths.  

How UK retailers use AI in their contact centres to improve call profitability, reduce cost per contact, improve younger customers' loyalty and compete successfully.  

How UK travel and transport contact centres use AI to improve telephony service levels, improve personalisation, increase self-service uptake and compete successfully.  

How UK utilities contact centres use AI to trim excessive call lengths, encourage self-service uptake, manage younger customers and compete effectively.  

How US financial services is using AI in their contact centers to reduce wasted time in the call, avoid fraud, cut unnecessary calls and comply with regulations.  

How US healthcare providers use AI to improve self-service uptake, increase customer personalization, reduce cost per contact and comply with regulations.  

How AI is used in US insurance contact centers to trim call durations, improve self-service and digital service, and compete more effectively.  

How AI is being used in US public sector and government contact centers to reduce queue lengths, improve self-service and cut costs.  

How AI is being used in US retail contact centers to reduce call lengths, improve first-contact resolution, cut cost and improve loyalty.  

Is agent attrition costing you millions annually? How to identify agents at risk of burnout and attrition while there's still time to act.

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.  

How to make technology, HR and business processes work together to drive agent engagement and empowerment. Improve both your CX and agent attrition / absence outcomes.

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?

Customer preference for live telephony is stronger than ever, particularly for emotional, urgent or complex calls. Improve live calls by augmenting your agents with AI, rather than replacing them.

After rapid growth, automated web chat has stalled as rules-based bots reach the limit of their capabilities. Discover how true AI boosts the uptake and success of chatbots and voicebots.

The definitive analyst study of the business drivers, technology, usage and market for cloud-based contact centre solutions. Discover how cloud can offer flexibility, scalability and agility to CX operations.

The definitive analyst study of how personalisation strategies and supporting technology can improve customer engagement.

Customer interaction analytics offers huge opportunities to gain business insight, improve operational efficiency and develop agent performance. AI has only enhanced that.

First-contact resolution is the ‘miracle metric’ that improves customer experience while helping business profitability. How do you measure and improve it?

How can businesses cost-effectively meet the threat of telephone fraud while managing the customer experience and taking card payments effectively?

Research on the reality of digital channels, customer channel preference vs usage, cost per channel and the steps to be taken to move to a true omnichannel environment.

The definitive analyst guide to the WFO / WEM suite, including WFM, analytics, recording/QA, eLearning, gamification and performance management.

How contact centres can succeed with a remote/hybrid working model. Data and recommendations on performance, usage, quality, security and remote agent management.

How intelligent automated self-service - via AI, chatbots, voicebots, IVR, speech recognition, virtual agents, mobile and social channels - fits into the customer contact mix.

Based on surveys with over 100 South African contact centres – both BPO and captive / inhouse, this is the leading research into this dynamic industry.  

The 22nd annual edition of our UK flagship research report, based on interviews with over 200 UK contact centres. Facts and hard data about every aspect of UK CX and contact centres.

The 14th annual edition of the largest UK contact centre HR & operational benchmarking report available. Based on surveys with over 200 UK operations.

The 17th annual edition of our US flagship research report, based on interviews with 192 US contact centers. Facts and hard data about every aspect of US CX and contact centers.

The 11th annual edition of the largest US contact center HR & operational benchmarking report available. Based on surveys with almost 200 US operations.

This research looks at the structure, growth, technology, HR and commercial issues found in UK communications and telecoms contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK banking, credit card and financial services contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK insurance contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK manufacturing contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK BPO, outsourcing and telemarketing contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK public sector contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK retail & distribution contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK travel and transport contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK utilities contact centres.

In its 23rd year, and based on ongoing primary research with 1,000s of UK contact centres, this is the largest and most established UK contact centre market sizing report available.

The major survey of CX performance, technology, investment and strategy, based on 211 interviews with UK organisations and 1,000 UK consumers. Updated annually.

With half a million agent positions, the finance sector is crucial to the US contact center industry. Benchmark and understand FS CX investments, and learn what the future holds for this major vertical market.

Benchmark US insurance contact centers and understand their investment priorities, how they are moving away from phone-first and improving their operational performance.

With outsourcing / BPO still growing, understand investment plans, operational benchmarks and how the move to digital channels is affecting this key US contact center sector.

Discover US public sector & government contact center benchmarks, performance and investment priorities. What does the future hold for these operations?

With 400,000 agent positions, retail & distribution is a key US contact center sector, and has very high levels of digital contact. This report benchmarks the retail sector and shows where it is going.

In its 13th year, and based on ongoing primary research with 1,000s of US contact centers, this is the largest and most established US contact center market sizing report available.

The major survey of CX performance, technology, investment and strategy, based on 190 surveys with US organizations and 1,000 US consumers. Updated annually.

How AI can improve agent productivity. Cut unnecessary time in the call, route intelligently, reduce wrap, improve first-contact resolution and manage workloads.

Leverage 100% of customer interaction intelligence, and discover critical insights for your wider business as well as your contact centre operations.  

How AI can cut the cost of service while improving CX: first-contact resolution, proactive service, automating quality management, cutting call lengths and deflecting unnecessary calls.  

Learn about the evolution towards "No-Contact Resolution". The ultimate expression of AI-driven customer insight is anticipatory service: resolving issues before customers realise they exist.  

Find out how AI can measure CSAT quickly and accurately, identifying broken processes that really affect CX and improving the areas that drive true customer satisfaction.  

The use of automation for email, web chat and social media has stalled recently. Find out how AI can encourage uptake of digital channels & self-service and avoid unnecessary calls.  

First-contact resolution is a key driver of CX. Find out how AI can be used to measure FCR accurately, identify drivers of repeat contacts and improve FCR across all channels.  

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.  

How UK financial services contact centres use AI to cut call duration, comply with regulations, reduce fraud and improve first-contact resolution.  

How UK healthcare providers are using AI to improve self-service uptake, increase personalisation, manage spikes in demand and comply with regulations.  

How UK insurance contact centres are using AI to reduce wasted time in the call, improve the uptake of self-service & digital interactions and manage younger customers.  

How UK local government contact centres use AI to deflect unnecessary calls, improve self-service, optimise call activity and deliver better CX.  

How UK outsourcers / BPOs are using AI to maximise sales opportunities, ensure compliance, reduce agent attrition and cut call lengths.  

How UK retailers use AI in their contact centres to improve call profitability, reduce cost per contact, improve younger customers' loyalty and compete successfully.  

How UK travel and transport contact centres use AI to improve telephony service levels, improve personalisation, increase self-service uptake and compete successfully.  

How UK utilities contact centres use AI to trim excessive call lengths, encourage self-service uptake, manage younger customers and compete effectively.  

How US financial services is using AI in their contact centers to reduce wasted time in the call, avoid fraud, cut unnecessary calls and comply with regulations.  

How US healthcare providers use AI to improve self-service uptake, increase customer personalization, reduce cost per contact and comply with regulations.  

How AI is used in US insurance contact centers to trim call durations, improve self-service and digital service, and compete more effectively.  

How AI is being used in US public sector and government contact centers to reduce queue lengths, improve self-service and cut costs.  

How AI is being used in US retail contact centers to reduce call lengths, improve first-contact resolution, cut cost and improve loyalty.  

Is agent attrition costing you millions annually? How to identify agents at risk of burnout and attrition while there's still time to act.

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.  

How to make technology, HR and business processes work together to drive agent engagement and empowerment. Improve both your CX and agent attrition / absence outcomes.

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?

Customer preference for live telephony is stronger than ever, particularly for emotional, urgent or complex calls. Improve live calls by augmenting your agents with AI, rather than replacing them.

After rapid growth, automated web chat has stalled as rules-based bots reach the limit of their capabilities. Discover how true AI boosts the uptake and success of chatbots and voicebots.

The definitive analyst study of the business drivers, technology, usage and market for cloud-based contact centre solutions. Discover how cloud can offer flexibility, scalability and agility to CX operations.

The definitive analyst study of how personalisation strategies and supporting technology can improve customer engagement.

Customer interaction analytics offers huge opportunities to gain business insight, improve operational efficiency and develop agent performance. AI has only enhanced that.

First-contact resolution is the ‘miracle metric’ that improves customer experience while helping business profitability. How do you measure and improve it?

How can businesses cost-effectively meet the threat of telephone fraud while managing the customer experience and taking card payments effectively?

Research on the reality of digital channels, customer channel preference vs usage, cost per channel and the steps to be taken to move to a true omnichannel environment.

The definitive analyst guide to the WFO / WEM suite, including WFM, analytics, recording/QA, eLearning, gamification and performance management.

How contact centres can succeed with a remote/hybrid working model. Data and recommendations on performance, usage, quality, security and remote agent management.

How intelligent automated self-service - via AI, chatbots, voicebots, IVR, speech recognition, virtual agents, mobile and social channels - fits into the customer contact mix.

Based on surveys with over 100 South African contact centres – both BPO and captive / inhouse, this is the leading research into this dynamic industry.  

The 22nd annual edition of our UK flagship research report, based on interviews with over 200 UK contact centres. Facts and hard data about every aspect of UK CX and contact centres.

The 14th annual edition of the largest UK contact centre HR & operational benchmarking report available. Based on surveys with over 200 UK operations.

The 17th annual edition of our US flagship research report, based on interviews with 192 US contact centers. Facts and hard data about every aspect of US CX and contact centers.

The 11th annual edition of the largest US contact center HR & operational benchmarking report available. Based on surveys with almost 200 US operations.

This research looks at the structure, growth, technology, HR and commercial issues found in UK communications and telecoms contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK banking, credit card and financial services contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK insurance contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK manufacturing contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK BPO, outsourcing and telemarketing contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK public sector contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK retail & distribution contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK travel and transport contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK utilities contact centres.

In its 23rd year, and based on ongoing primary research with 1,000s of UK contact centres, this is the largest and most established UK contact centre market sizing report available.

The major survey of CX performance, technology, investment and strategy, based on 211 interviews with UK organisations and 1,000 UK consumers. Updated annually.

With half a million agent positions, the finance sector is crucial to the US contact center industry. Benchmark and understand FS CX investments, and learn what the future holds for this major vertical market.

Benchmark US insurance contact centers and understand their investment priorities, how they are moving away from phone-first and improving their operational performance.

With outsourcing / BPO still growing, understand investment plans, operational benchmarks and how the move to digital channels is affecting this key US contact center sector.

Discover US public sector & government contact center benchmarks, performance and investment priorities. What does the future hold for these operations?

With 400,000 agent positions, retail & distribution is a key US contact center sector, and has very high levels of digital contact. This report benchmarks the retail sector and shows where it is going.

In its 13th year, and based on ongoing primary research with 1,000s of US contact centers, this is the largest and most established US contact center market sizing report available.

The major survey of CX performance, technology, investment and strategy, based on 190 surveys with US organizations and 1,000 US consumers. Updated annually.

How AI can improve agent productivity. Cut unnecessary time in the call, route intelligently, reduce wrap, improve first-contact resolution and manage workloads.

Leverage 100% of customer interaction intelligence, and discover critical insights for your wider business as well as your contact centre operations.  

How AI can cut the cost of service while improving CX: first-contact resolution, proactive service, automating quality management, cutting call lengths and deflecting unnecessary calls.  

Learn about the evolution towards "No-Contact Resolution". The ultimate expression of AI-driven customer insight is anticipatory service: resolving issues before customers realise they exist.  

Find out how AI can measure CSAT quickly and accurately, identifying broken processes that really affect CX and improving the areas that drive true customer satisfaction.  

The use of automation for email, web chat and social media has stalled recently. Find out how AI can encourage uptake of digital channels & self-service and avoid unnecessary calls.  

First-contact resolution is a key driver of CX. Find out how AI can be used to measure FCR accurately, identify drivers of repeat contacts and improve FCR across all channels.  

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.  

How UK financial services contact centres use AI to cut call duration, comply with regulations, reduce fraud and improve first-contact resolution.  

How UK healthcare providers are using AI to improve self-service uptake, increase personalisation, manage spikes in demand and comply with regulations.  

How UK insurance contact centres are using AI to reduce wasted time in the call, improve the uptake of self-service & digital interactions and manage younger customers.  

How UK local government contact centres use AI to deflect unnecessary calls, improve self-service, optimise call activity and deliver better CX.  

How UK outsourcers / BPOs are using AI to maximise sales opportunities, ensure compliance, reduce agent attrition and cut call lengths.  

How UK retailers use AI in their contact centres to improve call profitability, reduce cost per contact, improve younger customers' loyalty and compete successfully.  

How UK travel and transport contact centres use AI to improve telephony service levels, improve personalisation, increase self-service uptake and compete successfully.  

How UK utilities contact centres use AI to trim excessive call lengths, encourage self-service uptake, manage younger customers and compete effectively.  

How US financial services is using AI in their contact centers to reduce wasted time in the call, avoid fraud, cut unnecessary calls and comply with regulations.  

How US healthcare providers use AI to improve self-service uptake, increase customer personalization, reduce cost per contact and comply with regulations.  

How AI is used in US insurance contact centers to trim call durations, improve self-service and digital service, and compete more effectively.  

How AI is being used in US public sector and government contact centers to reduce queue lengths, improve self-service and cut costs.  

How AI is being used in US retail contact centers to reduce call lengths, improve first-contact resolution, cut cost and improve loyalty.  

Is agent attrition costing you millions annually? How to identify agents at risk of burnout and attrition while there's still time to act.

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.  

How to make technology, HR and business processes work together to drive agent engagement and empowerment. Improve both your CX and agent attrition / absence outcomes.

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?

Customer preference for live telephony is stronger than ever, particularly for emotional, urgent or complex calls. Improve live calls by augmenting your agents with AI, rather than replacing them.

After rapid growth, automated web chat has stalled as rules-based bots reach the limit of their capabilities. Discover how true AI boosts the uptake and success of chatbots and voicebots.

The definitive analyst study of the business drivers, technology, usage and market for cloud-based contact centre solutions. Discover how cloud can offer flexibility, scalability and agility to CX operations.

The definitive analyst study of how personalisation strategies and supporting technology can improve customer engagement.

Customer interaction analytics offers huge opportunities to gain business insight, improve operational efficiency and develop agent performance. AI has only enhanced that.

First-contact resolution is the ‘miracle metric’ that improves customer experience while helping business profitability. How do you measure and improve it?

How can businesses cost-effectively meet the threat of telephone fraud while managing the customer experience and taking card payments effectively?

Research on the reality of digital channels, customer channel preference vs usage, cost per channel and the steps to be taken to move to a true omnichannel environment.

The definitive analyst guide to the WFO / WEM suite, including WFM, analytics, recording/QA, eLearning, gamification and performance management.

How contact centres can succeed with a remote/hybrid working model. Data and recommendations on performance, usage, quality, security and remote agent management.

How intelligent automated self-service - via AI, chatbots, voicebots, IVR, speech recognition, virtual agents, mobile and social channels - fits into the customer contact mix.

Based on surveys with over 100 South African contact centres – both BPO and captive / inhouse, this is the leading research into this dynamic industry.  

The 22nd annual edition of our UK flagship research report, based on interviews with over 200 UK contact centres. Facts and hard data about every aspect of UK CX and contact centres.

The 14th annual edition of the largest UK contact centre HR & operational benchmarking report available. Based on surveys with over 200 UK operations.

The 17th annual edition of our US flagship research report, based on interviews with 192 US contact centers. Facts and hard data about every aspect of US CX and contact centers.

The 11th annual edition of the largest US contact center HR & operational benchmarking report available. Based on surveys with almost 200 US operations.

This research looks at the structure, growth, technology, HR and commercial issues found in UK communications and telecoms contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK banking, credit card and financial services contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK insurance contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK manufacturing contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK BPO, outsourcing and telemarketing contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK public sector contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK retail & distribution contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK travel and transport contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK utilities contact centres.

In its 23rd year, and based on ongoing primary research with 1,000s of UK contact centres, this is the largest and most established UK contact centre market sizing report available.

The major survey of CX performance, technology, investment and strategy, based on 211 interviews with UK organisations and 1,000 UK consumers. Updated annually.

With half a million agent positions, the finance sector is crucial to the US contact center industry. Benchmark and understand FS CX investments, and learn what the future holds for this major vertical market.

Benchmark US insurance contact centers and understand their investment priorities, how they are moving away from phone-first and improving their operational performance.

With outsourcing / BPO still growing, understand investment plans, operational benchmarks and how the move to digital channels is affecting this key US contact center sector.

Discover US public sector & government contact center benchmarks, performance and investment priorities. What does the future hold for these operations?

With 400,000 agent positions, retail & distribution is a key US contact center sector, and has very high levels of digital contact. This report benchmarks the retail sector and shows where it is going.

In its 13th year, and based on ongoing primary research with 1,000s of US contact centers, this is the largest and most established US contact center market sizing report available.

The major survey of CX performance, technology, investment and strategy, based on 190 surveys with US organizations and 1,000 US consumers. Updated annually.

How AI can improve agent productivity. Cut unnecessary time in the call, route intelligently, reduce wrap, improve first-contact resolution and manage workloads.

Leverage 100% of customer interaction intelligence, and discover critical insights for your wider business as well as your contact centre operations.  

How AI can cut the cost of service while improving CX: first-contact resolution, proactive service, automating quality management, cutting call lengths and deflecting unnecessary calls.  

Learn about the evolution towards "No-Contact Resolution". The ultimate expression of AI-driven customer insight is anticipatory service: resolving issues before customers realise they exist.  

Find out how AI can measure CSAT quickly and accurately, identifying broken processes that really affect CX and improving the areas that drive true customer satisfaction.  

The use of automation for email, web chat and social media has stalled recently. Find out how AI can encourage uptake of digital channels & self-service and avoid unnecessary calls.  

First-contact resolution is a key driver of CX. Find out how AI can be used to measure FCR accurately, identify drivers of repeat contacts and improve FCR across all channels.  

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.  

How UK financial services contact centres use AI to cut call duration, comply with regulations, reduce fraud and improve first-contact resolution.  

How UK healthcare providers are using AI to improve self-service uptake, increase personalisation, manage spikes in demand and comply with regulations.  

How UK insurance contact centres are using AI to reduce wasted time in the call, improve the uptake of self-service & digital interactions and manage younger customers.  

How UK local government contact centres use AI to deflect unnecessary calls, improve self-service, optimise call activity and deliver better CX.  

How UK outsourcers / BPOs are using AI to maximise sales opportunities, ensure compliance, reduce agent attrition and cut call lengths.  

How UK retailers use AI in their contact centres to improve call profitability, reduce cost per contact, improve younger customers' loyalty and compete successfully.  

How UK travel and transport contact centres use AI to improve telephony service levels, improve personalisation, increase self-service uptake and compete successfully.  

How UK utilities contact centres use AI to trim excessive call lengths, encourage self-service uptake, manage younger customers and compete effectively.  

How US financial services is using AI in their contact centers to reduce wasted time in the call, avoid fraud, cut unnecessary calls and comply with regulations.  

How US healthcare providers use AI to improve self-service uptake, increase customer personalization, reduce cost per contact and comply with regulations.  

How AI is used in US insurance contact centers to trim call durations, improve self-service and digital service, and compete more effectively.  

How AI is being used in US public sector and government contact centers to reduce queue lengths, improve self-service and cut costs.  

How AI is being used in US retail contact centers to reduce call lengths, improve first-contact resolution, cut cost and improve loyalty.  

Is agent attrition costing you millions annually? How to identify agents at risk of burnout and attrition while there's still time to act.

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.  

How to make technology, HR and business processes work together to drive agent engagement and empowerment. Improve both your CX and agent attrition / absence outcomes.

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?

Customer preference for live telephony is stronger than ever, particularly for emotional, urgent or complex calls. Improve live calls by augmenting your agents with AI, rather than replacing them.

After rapid growth, automated web chat has stalled as rules-based bots reach the limit of their capabilities. Discover how true AI boosts the uptake and success of chatbots and voicebots.

The definitive analyst study of the business drivers, technology, usage and market for cloud-based contact centre solutions. Discover how cloud can offer flexibility, scalability and agility to CX operations.

The definitive analyst study of how personalisation strategies and supporting technology can improve customer engagement.

Customer interaction analytics offers huge opportunities to gain business insight, improve operational efficiency and develop agent performance. AI has only enhanced that.

First-contact resolution is the ‘miracle metric’ that improves customer experience while helping business profitability. How do you measure and improve it?

How can businesses cost-effectively meet the threat of telephone fraud while managing the customer experience and taking card payments effectively?

Research on the reality of digital channels, customer channel preference vs usage, cost per channel and the steps to be taken to move to a true omnichannel environment.

The definitive analyst guide to the WFO / WEM suite, including WFM, analytics, recording/QA, eLearning, gamification and performance management.

How contact centres can succeed with a remote/hybrid working model. Data and recommendations on performance, usage, quality, security and remote agent management.

How intelligent automated self-service - via AI, chatbots, voicebots, IVR, speech recognition, virtual agents, mobile and social channels - fits into the customer contact mix.

Based on surveys with over 100 South African contact centres – both BPO and captive / inhouse, this is the leading research into this dynamic industry.  

The 22nd annual edition of our UK flagship research report, based on interviews with over 200 UK contact centres. Facts and hard data about every aspect of UK CX and contact centres.

The 14th annual edition of the largest UK contact centre HR & operational benchmarking report available. Based on surveys with over 200 UK operations.

The 17th annual edition of our US flagship research report, based on interviews with 192 US contact centers. Facts and hard data about every aspect of US CX and contact centers.

The 11th annual edition of the largest US contact center HR & operational benchmarking report available. Based on surveys with almost 200 US operations.

This research looks at the structure, growth, technology, HR and commercial issues found in UK communications and telecoms contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK banking, credit card and financial services contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK insurance contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK manufacturing contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK BPO, outsourcing and telemarketing contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK public sector contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK retail & distribution contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK travel and transport contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK utilities contact centres.

In its 23rd year, and based on ongoing primary research with 1,000s of UK contact centres, this is the largest and most established UK contact centre market sizing report available.

The major survey of CX performance, technology, investment and strategy, based on 211 interviews with UK organisations and 1,000 UK consumers. Updated annually.

With half a million agent positions, the finance sector is crucial to the US contact center industry. Benchmark and understand FS CX investments, and learn what the future holds for this major vertical market.

Benchmark US insurance contact centers and understand their investment priorities, how they are moving away from phone-first and improving their operational performance.

With outsourcing / BPO still growing, understand investment plans, operational benchmarks and how the move to digital channels is affecting this key US contact center sector.

Discover US public sector & government contact center benchmarks, performance and investment priorities. What does the future hold for these operations?

With 400,000 agent positions, retail & distribution is a key US contact center sector, and has very high levels of digital contact. This report benchmarks the retail sector and shows where it is going.

In its 13th year, and based on ongoing primary research with 1,000s of US contact centers, this is the largest and most established US contact center market sizing report available.

The major survey of CX performance, technology, investment and strategy, based on 190 surveys with US organizations and 1,000 US consumers. Updated annually.

How AI can improve agent productivity. Cut unnecessary time in the call, route intelligently, reduce wrap, improve first-contact resolution and manage workloads.

Leverage 100% of customer interaction intelligence, and discover critical insights for your wider business as well as your contact centre operations.  

How AI can cut the cost of service while improving CX: first-contact resolution, proactive service, automating quality management, cutting call lengths and deflecting unnecessary calls.  

Learn about the evolution towards "No-Contact Resolution". The ultimate expression of AI-driven customer insight is anticipatory service: resolving issues before customers realise they exist.  

Find out how AI can measure CSAT quickly and accurately, identifying broken processes that really affect CX and improving the areas that drive true customer satisfaction.  

The use of automation for email, web chat and social media has stalled recently. Find out how AI can encourage uptake of digital channels & self-service and avoid unnecessary calls.  

First-contact resolution is a key driver of CX. Find out how AI can be used to measure FCR accurately, identify drivers of repeat contacts and improve FCR across all channels.  

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.  

How UK financial services contact centres use AI to cut call duration, comply with regulations, reduce fraud and improve first-contact resolution.  

How UK healthcare providers are using AI to improve self-service uptake, increase personalisation, manage spikes in demand and comply with regulations.  

How UK insurance contact centres are using AI to reduce wasted time in the call, improve the uptake of self-service & digital interactions and manage younger customers.  

How UK local government contact centres use AI to deflect unnecessary calls, improve self-service, optimise call activity and deliver better CX.  

How UK outsourcers / BPOs are using AI to maximise sales opportunities, ensure compliance, reduce agent attrition and cut call lengths.  

How UK retailers use AI in their contact centres to improve call profitability, reduce cost per contact, improve younger customers' loyalty and compete successfully.  

How UK travel and transport contact centres use AI to improve telephony service levels, improve personalisation, increase self-service uptake and compete successfully.  

How UK utilities contact centres use AI to trim excessive call lengths, encourage self-service uptake, manage younger customers and compete effectively.  

How US financial services is using AI in their contact centers to reduce wasted time in the call, avoid fraud, cut unnecessary calls and comply with regulations.  

How US healthcare providers use AI to improve self-service uptake, increase customer personalization, reduce cost per contact and comply with regulations.  

How AI is used in US insurance contact centers to trim call durations, improve self-service and digital service, and compete more effectively.  

How AI is being used in US public sector and government contact centers to reduce queue lengths, improve self-service and cut costs.  

How AI is being used in US retail contact centers to reduce call lengths, improve first-contact resolution, cut cost and improve loyalty.  

Is agent attrition costing you millions annually? How to identify agents at risk of burnout and attrition while there's still time to act.

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.  

How to make technology, HR and business processes work together to drive agent engagement and empowerment. Improve both your CX and agent attrition / absence outcomes.

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?

Customer preference for live telephony is stronger than ever, particularly for emotional, urgent or complex calls. Improve live calls by augmenting your agents with AI, rather than replacing them.

After rapid growth, automated web chat has stalled as rules-based bots reach the limit of their capabilities. Discover how true AI boosts the uptake and success of chatbots and voicebots.

The definitive analyst study of the business drivers, technology, usage and market for cloud-based contact centre solutions. Discover how cloud can offer flexibility, scalability and agility to CX operations.

The definitive analyst study of how personalisation strategies and supporting technology can improve customer engagement.

Customer interaction analytics offers huge opportunities to gain business insight, improve operational efficiency and develop agent performance. AI has only enhanced that.

First-contact resolution is the ‘miracle metric’ that improves customer experience while helping business profitability. How do you measure and improve it?

How can businesses cost-effectively meet the threat of telephone fraud while managing the customer experience and taking card payments effectively?

Research on the reality of digital channels, customer channel preference vs usage, cost per channel and the steps to be taken to move to a true omnichannel environment.

The definitive analyst guide to the WFO / WEM suite, including WFM, analytics, recording/QA, eLearning, gamification and performance management.

How contact centres can succeed with a remote/hybrid working model. Data and recommendations on performance, usage, quality, security and remote agent management.

How intelligent automated self-service - via AI, chatbots, voicebots, IVR, speech recognition, virtual agents, mobile and social channels - fits into the customer contact mix.

Based on surveys with over 100 South African contact centres – both BPO and captive / inhouse, this is the leading research into this dynamic industry.  

The 22nd annual edition of our UK flagship research report, based on interviews with over 200 UK contact centres. Facts and hard data about every aspect of UK CX and contact centres.

The 14th annual edition of the largest UK contact centre HR & operational benchmarking report available. Based on surveys with over 200 UK operations.

The 17th annual edition of our US flagship research report, based on interviews with 192 US contact centers. Facts and hard data about every aspect of US CX and contact centers.

The 11th annual edition of the largest US contact center HR & operational benchmarking report available. Based on surveys with almost 200 US operations.

This research looks at the structure, growth, technology, HR and commercial issues found in UK communications and telecoms contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK banking, credit card and financial services contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK insurance contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK manufacturing contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK BPO, outsourcing and telemarketing contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK public sector contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK retail & distribution contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK travel and transport contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK utilities contact centres.

In its 23rd year, and based on ongoing primary research with 1,000s of UK contact centres, this is the largest and most established UK contact centre market sizing report available.

The major survey of CX performance, technology, investment and strategy, based on 211 interviews with UK organisations and 1,000 UK consumers. Updated annually.

With half a million agent positions, the finance sector is crucial to the US contact center industry. Benchmark and understand FS CX investments, and learn what the future holds for this major vertical market.

Benchmark US insurance contact centers and understand their investment priorities, how they are moving away from phone-first and improving their operational performance.

With outsourcing / BPO still growing, understand investment plans, operational benchmarks and how the move to digital channels is affecting this key US contact center sector.

Discover US public sector & government contact center benchmarks, performance and investment priorities. What does the future hold for these operations?

With 400,000 agent positions, retail & distribution is a key US contact center sector, and has very high levels of digital contact. This report benchmarks the retail sector and shows where it is going.

In its 13th year, and based on ongoing primary research with 1,000s of US contact centers, this is the largest and most established US contact center market sizing report available.

The major survey of CX performance, technology, investment and strategy, based on 190 surveys with US organizations and 1,000 US consumers. Updated annually.

How AI can improve agent productivity. Cut unnecessary time in the call, route intelligently, reduce wrap, improve first-contact resolution and manage workloads.

Leverage 100% of customer interaction intelligence, and discover critical insights for your wider business as well as your contact centre operations.  

How AI can cut the cost of service while improving CX: first-contact resolution, proactive service, automating quality management, cutting call lengths and deflecting unnecessary calls.  

Learn about the evolution towards "No-Contact Resolution". The ultimate expression of AI-driven customer insight is anticipatory service: resolving issues before customers realise they exist.  

Find out how AI can measure CSAT quickly and accurately, identifying broken processes that really affect CX and improving the areas that drive true customer satisfaction.  

The use of automation for email, web chat and social media has stalled recently. Find out how AI can encourage uptake of digital channels & self-service and avoid unnecessary calls.  

First-contact resolution is a key driver of CX. Find out how AI can be used to measure FCR accurately, identify drivers of repeat contacts and improve FCR across all channels.  

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.  

How UK financial services contact centres use AI to cut call duration, comply with regulations, reduce fraud and improve first-contact resolution.  

How UK healthcare providers are using AI to improve self-service uptake, increase personalisation, manage spikes in demand and comply with regulations.  

How UK insurance contact centres are using AI to reduce wasted time in the call, improve the uptake of self-service & digital interactions and manage younger customers.  

How UK local government contact centres use AI to deflect unnecessary calls, improve self-service, optimise call activity and deliver better CX.  

How UK outsourcers / BPOs are using AI to maximise sales opportunities, ensure compliance, reduce agent attrition and cut call lengths.  

How UK retailers use AI in their contact centres to improve call profitability, reduce cost per contact, improve younger customers' loyalty and compete successfully.  

How UK travel and transport contact centres use AI to improve telephony service levels, improve personalisation, increase self-service uptake and compete successfully.  

How UK utilities contact centres use AI to trim excessive call lengths, encourage self-service uptake, manage younger customers and compete effectively.  

How US financial services is using AI in their contact centers to reduce wasted time in the call, avoid fraud, cut unnecessary calls and comply with regulations.  

How US healthcare providers use AI to improve self-service uptake, increase customer personalization, reduce cost per contact and comply with regulations.  

How AI is used in US insurance contact centers to trim call durations, improve self-service and digital service, and compete more effectively.  

How AI is being used in US public sector and government contact centers to reduce queue lengths, improve self-service and cut costs.  

How AI is being used in US retail contact centers to reduce call lengths, improve first-contact resolution, cut cost and improve loyalty.  

Is agent attrition costing you millions annually? How to identify agents at risk of burnout and attrition while there's still time to act.

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.  

How to make technology, HR and business processes work together to drive agent engagement and empowerment. Improve both your CX and agent attrition / absence outcomes.

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?

Customer preference for live telephony is stronger than ever, particularly for emotional, urgent or complex calls. Improve live calls by augmenting your agents with AI, rather than replacing them.

After rapid growth, automated web chat has stalled as rules-based bots reach the limit of their capabilities. Discover how true AI boosts the uptake and success of chatbots and voicebots.

The definitive analyst study of the business drivers, technology, usage and market for cloud-based contact centre solutions. Discover how cloud can offer flexibility, scalability and agility to CX operations.

The definitive analyst study of how personalisation strategies and supporting technology can improve customer engagement.

Customer interaction analytics offers huge opportunities to gain business insight, improve operational efficiency and develop agent performance. AI has only enhanced that.

First-contact resolution is the ‘miracle metric’ that improves customer experience while helping business profitability. How do you measure and improve it?

How can businesses cost-effectively meet the threat of telephone fraud while managing the customer experience and taking card payments effectively?

Research on the reality of digital channels, customer channel preference vs usage, cost per channel and the steps to be taken to move to a true omnichannel environment.

The definitive analyst guide to the WFO / WEM suite, including WFM, analytics, recording/QA, eLearning, gamification and performance management.

How contact centres can succeed with a remote/hybrid working model. Data and recommendations on performance, usage, quality, security and remote agent management.

How intelligent automated self-service - via AI, chatbots, voicebots, IVR, speech recognition, virtual agents, mobile and social channels - fits into the customer contact mix.

Based on surveys with over 100 South African contact centres – both BPO and captive / inhouse, this is the leading research into this dynamic industry.  

The 22nd annual edition of our UK flagship research report, based on interviews with over 200 UK contact centres. Facts and hard data about every aspect of UK CX and contact centres.

The 14th annual edition of the largest UK contact centre HR & operational benchmarking report available. Based on surveys with over 200 UK operations.

The 17th annual edition of our US flagship research report, based on interviews with 192 US contact centers. Facts and hard data about every aspect of US CX and contact centers.

The 11th annual edition of the largest US contact center HR & operational benchmarking report available. Based on surveys with almost 200 US operations.

This research looks at the structure, growth, technology, HR and commercial issues found in UK communications and telecoms contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK banking, credit card and financial services contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK insurance contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK manufacturing contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK BPO, outsourcing and telemarketing contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK public sector contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK retail & distribution contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK travel and transport contact centres.

This research looks at the structure, growth, technology, HR and commercial issues found in UK utilities contact centres.

In its 23rd year, and based on ongoing primary research with 1,000s of UK contact centres, this is the largest and most established UK contact centre market sizing report available.

The major survey of CX performance, technology, investment and strategy, based on 211 interviews with UK organisations and 1,000 UK consumers. Updated annually.

With half a million agent positions, the finance sector is crucial to the US contact center industry. Benchmark and understand FS CX investments, and learn what the future holds for this major vertical market.

Benchmark US insurance contact centers and understand their investment priorities, how they are moving away from phone-first and improving their operational performance.

With outsourcing / BPO still growing, understand investment plans, operational benchmarks and how the move to digital channels is affecting this key US contact center sector.

Discover US public sector & government contact center benchmarks, performance and investment priorities. What does the future hold for these operations?

With 400,000 agent positions, retail & distribution is a key US contact center sector, and has very high levels of digital contact. This report benchmarks the retail sector and shows where it is going.

In its 13th year, and based on ongoing primary research with 1,000s of US contact centers, this is the largest and most established US contact center market sizing report available.

The major survey of CX performance, technology, investment and strategy, based on 190 surveys with US organizations and 1,000 US consumers. Updated annually.