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.