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UK Contact Centre Verticals: Travel looks at the structure, growth, technology, HR and commercial issues found in contact centres within the UK travel sectors. The independent report from Contact Babel and sponsored by Kerv, contains data from multiple large-scale surveys of hundreds of UK contact centres, and is the definitive study of this vertical market’s […]

UK Contact Centre Verticals: Public Sector looks at the structure, growth, technology, HR and commercial issues found in contact centres within the UK central and local government sectors. Against the backdrop of a desire to increase government services online and a fall in budget, the public sector has struggled to realise the benefits of the […]

With the rapid rise of AI, the question is often asked whether eventually there will even be a need for people to work in contact centres, answering calls. At the least, surely call numbers and employment will drop drastically, meaning investment focus should be elsewhere? The answer is resoundingly negative. There is evidence to show […]

AI technology has been growing exponentially and has helped contact centres transform the way they engage with their customers online. This white paper uncovers how organisations can take advantage of the new AI capabilities and transform their customer experience (CX) and employee experience (EX), whilst driving innovation. Download your copy as we uncover: 

What did we cover at the event? At the recent CX & AI Strategy Event in Leeds, we explored how AI + digital channels are now strategic growth levers — not just operational tools. The focus shifted from pure customer automation to boosting employee wellbeing, with AI working to reduce cognitive overload, wrap-up tasks and […]