The Return to Voice
In an era where businesses invest billions in digital self-service platforms, a surprising trend has emerged: customers are increasingly turning to voice channels when...
RESEARCH: The Great Contact Center Standoff
“The 2025 US Contact Center Decision-Makers’ Guide” is based on a survey of 192 U.S. organizations and 1,000+ U.S. customers. This is the 17th...
[RESEARCH] What Do U.S. Customers Really Want From a Contact Center Interaction?
“The US Customer Experience Decision-Makers’ Guide (2024-25)” is based on a survey of hundreds of US organizations and 1,000+ US customers. This is the...
Predictions for the U.S. Contact Center Industry in 2025
As 2024 has come to an end, ContactBabel has looked at the thousands of surveys we’ve carried out with contact centers and customers in...
SPECIAL REPORT: Work from Home Survey Results
It’s such an interesting time for contact centers! The pandemic forced an immediate, full-on transition to work from home (WFH) for most around the...
2022 Challenges and Priorities Survey: A Triple Whammy of Challenges!
Welcome to the seventh annual challenges and priorities survey results. Last year was “a year like no other;” we couldn’t envision the next 12...
Top 3 Trends for the Future of Contact Center Training
The world of contact center training is complicated. Trainers are responsible for helping the onboarding process run smoothly for new agents by delivering the...
Contact Center Leaders Reach an Inflection Point for Addressing Work-at-Home Challenges
At the beginning of the COVID-19 pandemic, the work-at-home model was hyped as the best approach for the contact center industry. Our research results...
Align Business, Contact Center and Technology Strategies
I’ve been on my soapbox for years touting the importance of aligning the business strategy, the contact center operations strategy, and the contact center...
The Roarin’ Twenties Redux
If you watched the final season of the British television series “Downton Abbey,” which I did since it was required viewing in my household,...
Contact Center Challenges and Priorities for 2020
We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities. While I encourage you...
The Future of the Contact Center
We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which...
Voice of the Customer Survey: We Need Your Insights
We need your help to better understand existing processes for gathering, processing and analyzing information about the customer experience. Give us your thoughts in...
Future of Contact Centers Survey: Tell Us What You Think
Consumer expectations are higher than ever. To build a customer experience that will meet those expectations, organizations need to “know them better,” “help them...
Highlights from the 2019 Challenges and Priorities Survey
With nearly 300 participants, Strategic Contact and Contact Center Pipeline proudly report the findings from our fourth annual Challenges and Priorities Survey. Here are...
Contact Center Challenges & Priorities for 2019
I hope you are as excited as I am to dive into the results from our fourth annual survey, with nearly 300 participants sharing...
2018 Contact Center Technology Survey Reveals Critical Needs
Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years...
Customer Satisfaction Survey Erosion
In today’s world, the customer satisfaction survey is a given. Some businesses (Lyft, Airbnb) rely on it as part of the model, and could...
Findings from the Frontline Supervisor Survey
I’ve always maintained that the frontline supervisor is the most critical role in a contact center. They have a tremendous impact on agent satisfaction...
Credit Union Contact Center Benchmarking Survey: The Results Are In
Credit union call centers are between a rock and a hard place. They recognize the need to raise their standards of service in response...
