White Paper
The UK Contact Centre Decision-Makers’ Guide 2026
Using survey data from the industry and UK customers, this report dives deep into what actually drives good customer satisfaction. It reveals the gap between internal metrics and what customers truly value from a CX perspective.
This Kerv-sponsored independent research, conducted by Contact Babel, offers valuable insights into strategic CX & AI themes for 2026, including:
- First-Contact Resolution (FCR) is the biggest factor influencing customer satisfaction. 54% of businesses ranked it as their #1 CX metric.
- Agents remain central to the customer experience, even in digital CX. Feedback shows human interaction quality still matters.
- KPI’s that influence customer satisfaction and key metrics for evaluating CX success.
- Over 60% of people still say that telephone is the most effective channel for handling complaints.
For more detailed information, download the full report now.
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Drawing on insights from surveys reports, and leading industry futurists.
This trends paper explores the customer experience strategies and technologies that are set to make the biggest difference to your contact centre in the year ahead.
Discover how:
- Agentic AI can transform the customer experience.
- Using an innovation culture can help to realise quicker ROI.
- Building healthier contact centre teams is possible with current technology.
- Elevating service in real-time is achievable with AI-steered journey management.
- QA can evolve into a CX powerhouse, uncovering previously undetected customer sentiment, intent and friction.
By leaning into these five key trends, businesses can elevate their customer experience, strengthen long-term loyalty, and stay ahead in a constantly changing market.
