The UK Contact Centre Decision-Makers’ Guide 2026

Using survey data from the industry and UK customers the latest annual report dives deep into the performance, operations, technology and HR aspects of UK Contact Centres.

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.
• Multi-channel, AI & Self-Service are enabling CX operations to scale, when implemented correctly alongside agents and with the right strategy/training in place.
• Over 60% of people still say that telephone is the most effective channel for handling complaints.

For more detailed information on these and other conclusions, download the full report now.