eBooks and White Papers

AI-Enabled Agent Assistance

Contact Babel – The Inner Circle Guide to AI-Enabled Agent Assistance

UK Decision Maker’s Guide 2024

Contact Babel – The UK Contact Centre Decision-Maker’s Guide 2024

Customer Engagement Guide

Contact Babel – The Inner Circle Guide to Customer Engagement & Personalisation

UK CX Decision Maker’s Guide 23-24

Contact Babel – Customer Experience Decision-Makers’ Guide 23-24

UK Customer Expectations Report

Contact Babel – Exceeding UK Customer Expecations 2023-24

AI in the
Contact Centre

Four steps to transform
Cost, CX / C-SAT and growth

UK Decision Maker’s Guide 2023

Contact Babel – The UK Contact Centre Decision-Maker’s Guide 2023

Automating Quality Management

7 steps to automating and transitioning contact centre quality management

Speech Analytics
Maturity Guide

Where are you now, where do you want to be and what do you plan for?

5 Tips for Agent Quality Management

How to get started on your journey and achieve rapid results.

How to unlock dark data and increase revenue

Learn how to find, mine and refine the world’s most valuable resource

Voice of the Customer

Contact Babel – The Inner Circle Guide to the Voice of the Customer

How to fix broken processes

The impact of broken processes on call centre organisations and how the situation can be improved for all.

Turning Compliance into Competitive Advantage

The challenge of compliance and how it can protect an organization from regulatory risk

CX in the Moments that Matter

How to unlock the value of voice and chat to transform customer service and grow revenue

Customer Interaction Analytics 2021

Contact Babel – The Inner Circle Guide to Customer Interaction Analytics

The Conversational AI Revolution

Adoption of speech analytics in UK enterprises – an industry research report by Contexta360