Reports, White Papers and Latest Resources

Most contact center transformation efforts fail for a simple reason. Leaders diagnose symptoms while ignoring structure. They chase features, bolt on tools, and launch AI pilots without addressing the architectural friction that slows execution, erodes data integrity, and exhausts teams.

Your call queue was not built for mobile-first teams, rising expectations, and customer journeys that begin online and escalate across departments. Today’s customers expect speed, context, and first-time resolution. But most UC call queues can’t keep up. They route calls, sure, but can’t triage, track, or surface insights when it matters most.

Enterprise AI adoption has accelerated rapidly over the past three years, as organizations explore automation across customer service operations.

Voice automation is evolving quickly, and many contact centres are now exploring how AI-powered voice agents can help manage demand, improve availability, and reduce pressure on live agents. But introducing this technology raises important questions around customer trust, experience quality, and where human support should remain essential. In this webinar, we look at how contact centres can introduce AI voice agents in a way that enhances service rather than detracts from it. We explore where voice agents work best, how to design handovers that feel natural, and how to ensure automation supports (rather than replaces) the human skills that matter most to customers. Watch now to gain a clearer understanding of how to deploy AI voice agents responsibly, with a focus on maintaining empathy, clarity, and customer confidence throughout the journey.

In this new Frost & Sullivan vBook, commissioned by Zoom, discover how leading companies are moving beyond traditional contact centers to create connected, AI‑first experiences that deliver measurable results.

Evaluating AI copilots for customer support? As automation absorbs routine tickets, the work left for human agents is getting harder. This buyer’s guide compares the leading AI copilots based on how they reduce cognitive load, support real-time decisions, and hold up in production environments.

This handbook is for anyone in the contact center ecosystem who wants to get AI-powered quality assurance right, no matter where you start or what role you play. Download this practical guide for QA and CX leaders to plan, pilot, and scale auto QA responsibly.

New consumer research from ContactBabel confirms that First Contact Resolution remains the single most important driver of customer experience, with 54% of customers ranking FCR as the number one factor.

From AI adoption to the evolving roles for planners and BPOs, find out the seven biggest predictions reshaping contact centers this year.

Policing faces a perfect storm. Forces are experiencing sustained demand growth and increased interaction complexity, whilst budgets only get tighter. Neither expanding headcount nor making cuts will be enough to meet this challenge.

Thanks to AI trailblazers in recent years, we’re entering 2026 with a clearer understanding than ever before of where AI and humans really play to their strengths. So, how are the leading contact centres using AI right now? Where can this technology truly add the most value to the customer experience? What does it take to scale AI that customers and agents can truly trust? In this webinar, our panel of experts revealed tried and tested use cases that showcase where AI really IS a game changer – and where it is still imperative to let humans take the lead.

National Contact Centre Day highlights the growing recognition of frontline roles as long-term careers, but sustaining those careers requires more than initial training.

What if anyone in your entire company—from an engineer to a marketing leader—could instantly ask a plain language question and get a definitive, quantified answer from 100% of your customer conversations? This datasheet shows you how.

Streamline your BPO RFP process with a template that outlines critical features for outsourcing partnerships.

Intelligent automation is quickly becoming a defining advantage for contact centres looking to improve customer experience while managing rising demand. But knowing where it genuinely adds value (and how to introduce it without disrupting service) is where many teams still face challenges. Watch this webinar, where we explore how intelligent automation is being used to enhance customer journeys, support agents, and remove friction from everyday contact centre operations. From smarter routing and real-time assistance to automating virtual agents, we’ll look at how leading teams are using automation to deliver faster, more consistent, and more personalised experiences.

Take this five minute artificial intelligence (AI) readiness quiz for contact centre quality assurance (QA) to find out where you are on your journey.

54% of customers say First Contact Resolution (FCR) is the biggest driver of their experience (ContactBabel). The latest findings from the Institute of Customer Service reinforce this, highlighting the strong link between right-first-time delivery and sustained customer satisfaction.

A global Morning Consult consumer study reveals what really drives loyalty — and what causes customers to leave. Spoiler: it’s not the chatbot, it’s the outcome. This new Zoom-commissioned report, based on insights from over 3,500 global consumers, breaks down the biggest gaps between what customers expect and what brands deliver.

Peoplewares latest benchmark report, developed in partnership with Call Centre Helper, explores the current state and the future direction of workforce management.

We’ve all been there, stuck in an endless loop with a bot that can’t handle the nuance of our situation, or wasting time on hold for a human agent to process a simple, routine request.

Built for hotel groups, resorts, and hospitality service teams, this guide walks through how the MiaRec AI CX and Revenue Intelligence platform helps contact centers move beyond basic call monitoring and manual QA—toward proactive guest experience management, smarter revenue recovery, and operational efficiency at scale.

Performance and Quality Management isn’t what it used to be. Listening to a few calls and ticking boxes won’t cut it anymore – today’s contact centres need real-time insights, AI-driven scoring, and frameworks that evolve as quickly as customer expectations. Watch this webinar where our expert panel discusses what best practice really looks like in 2026 and shares how the right approach can maximize agent performance, boost customer experience, and deliver measurable business impact – in real time, every time.

Phone support is one of the hardest parts of customer service to scale — and one of the most expensive to get wrong. Customers call when issues are urgent, emotional, or complex. Agents need deep context. Wait times matter. And unlike chat, there’s no room for looping scripts or brittle automation. AI voice agents promise a way forward. But in practice, not all solutions are built for real support environments.

Traditional QA models rely on sampling only a tiny fraction of interactions (often less than 5% of calls!) meaning leaders are forced to make decisions based on partial visibility, not reality.

Traditional contact centers weren’t built for today’s busy customer. Siloed tools and broken handoffs create friction that frustrates customers and drains employees. The Zoom Connection-first CX Playbook gives you practical steps to build connected experiences that reduce effort, empower teams, and improve outcomes.

Workforce Management (WFM) changed significantly in 2025. This report highlights the technologies shaping the new era of WFM—from agentic AI and real-time data to hybrid cloud strategy and unified workload orchestration across contact center, digital, and back-office teams.

Every WFM platform integrates differently with your existing tools, and thats where the real value lies. Download this checklist to make sure your next workforce management tool can integrate the way you need it to.

AI only works as well as the data it’s given. No matter how sophisticated your algorithms or how user-friendly your interface, poor data quality can undermine everything. Download this report and find out how to design a resilient data strategy to drive smarter business decisions and improve customer loyalty.

Customer experience has become a defining competitive strategy for organizations. The 2026 US Customer Experience Decision-Makers’ Guide by ContactBabel and sponsored by MiaRec brings together data, benchmarks, and real-world examples to help CX, contact center, and operations leaders understand how peers are investing in experience — and where the biggest opportunities exist to improve satisfaction, efficiency, and loyalty.

Customer contact is changing, fast! We’re hurtling towards an exciting future that’s finally making it possible to not only empower agents and optimize customer journeys, but transform operations for elevated experiences and actionable insights. But what does this really look like on the contact centre floor? Watch this webinar where our panel of experts explore how to infuse AI across every aspect of your customer journey and contact centre operations, and where the real opportunities are to drive automation and efficiency.

Customer expectations continue to rise. Digital journeys are becoming more fragmented. AI is accelerating change while creating new questions about accuracy, trust, and governance. This ContactBabel report, in partnership with Scorebuddy, is for anyone shaping customer experience, or operational performance in a contact centre.

In this guide, Zoom will show you how to build a virtual agent that’s easy to set up and your customers will actually want to use. Showcasing their next-generation Zoom Virtual Agent, they’ll share use cases that drive resolution, not friction, across several scenarios and industries.

Backed by insights from over 1,500 CX leaders, this year’s report explores the challenges, trends, and opportunities shaping CX in 2026 and beyond - and how leaders like you are preparing for what’s next.

Every conversation with a customer is an opportunity, but the real challenge is turning every interaction into actionable insights and measurable improvements. That’s where CX Automation changes the game - through cutting wait times, ending repetitive tasks, and creating experiences customers love.

The best contact centres are already redefining what great customer experience looks like, blending smarter technology, stronger operational discipline, and empowered frontline teams. In this webinar, we explore the strategies and behaviours that are separating top performers from the rest, and how you can bring these approaches into your own organisation in 2026. You’ll come away with practical examples, proven tactics, and a clearer picture of what “raising the bar” truly looks like for high-performing contact centres in 2026.

Every year MaxContact analyse how UK contact centres are performing and where leaders are gaining an edge.

AI is essential for the future of customer experience—but where to start? This guide, Getting Started with Contact Center AI is packed with tips to simplify AI adoption, helping you strike the right balance between automation and human interaction. Download the guide and start your AI journey today!

Today, AI is being implemented widely to resolve simple customer issues. But human customer service agents are needed to solve the most complex issues. Knowing the right path to a successful customer outcome is critical. And knowing that path takes experience. High turnover, lack of training, and lack of tribal knowledge makes this challenging and stressful for both call center leaders and agents. Intelligent guidance fine-tunes your call center. By combining conversation intelligence with real-time agent guidance you’ll have the tools to equip your agents with the knowledge to reduce churn, decrease call times, and improve your customer experience.

Business process outsourcing (BPO) has always been an industry defined by adaptation. Today, a new wave is upon them: artificial intelligence (AI). Unlike disruptions before it, AI comes with a greater sense of urgency. Clients expect their BPO partners to deliver advanced capabilities as part of the service package. In fact, 70% of BPOs report they’ve at least partially implemented AI, putting them ahead of many other industries. To stay competitive, BPOs must not only adopt AI, but also prove that it creates tangible business value for clients.

Customer experience is at a turning point. Despite heavy investments, many brands still fall short of customer expectations—leaving loyalty at risk. Contact centers are under pressure to resolve complex issues quickly, while juggling rising volumes, higher expectations, and disconnected tools.

Pressure is on to boost CX performance, and leaders are turning to AI to get there. In fact, 39% plan to increase CX investments above inflation in the next year. More budget for the right tools fuels more efficient operations, faster resolutions, and experiences that keep customers coming back. Forrester’s “Budget Planning Guide 2026: Customer Experience,” shows you where to focus for maximum impact. Compare your budget strategy with peers and discover where AI, data, and CX investments deliver the highest return.

Driven by comprehensive research, the 2025 edition of CCW Digital’s Modernizing Service Experiences With AI & Digital Market Study explores the state of digital experiences, the risks and rewards of AI-based self-service, the service standards all brands should be looking to exceed, and the impact of technological transformation on human ingenuity.

The need for human customer support isn going away, and the interactions contact center agents handle are only getting more complex. The agent role is evolving, and Real-Time Agent Assistance is poised to change the contact center industry more than any other technology in the last twenty years.

Organisations are rapidly transforming CX through the adoption of AI, with tangible benefits for both teams and customers. But what does this transformation look like in practice?

Most contact centres still manage quality reactively—sampling just 3% of interactions and missing what truly drives CX success. This eBook explores how Agentic Quality Management (AQM) replaces blind spots with breakthroughs by using AI to evaluate every interaction in real time. You’ll learn how visibility fuels fairness, empowers agents, and builds trust—creating a self-optimising contact centre that learns, adapts, and continuously improves with every interaction.

NiCE has been named a leader in the IDC MarketScape for European Contact Center-as-a-Service (CCaaS) Applications Software Vendor Assessment 2025.

Few other public sector organisations handle so many critical interactions, or have to respond with such speed and precision. Even fewer of those organisations are in such high-stakes contact with the general public. Police forces move fast, handle vast and unpredictable challenges, and must preserve the trust of communities. In the age of AI, how can police forces rise to the challenge?

Are you searching for an effective and straightforward method to enhance the performance of your contact center? Look no further! This free, downloadable call center quality assurance scorecard template is designed to provide you with a comprehensive framework for assessing agent interactions and identifying key areas for improvement.

We’re at the end of 2025 and have seen huge leaps forward in digital-first, AI-enabled tools. So, what’s in store for 2026? And how will these innovations and trends continue to reshape the art of the possible in CX? Watch this webinar where our expert panel take an in-depth look at what the future of contact centres is set to look like next year, so you can refine your plans and stay truly competitive into 2026 and beyond.

Discover the future of Customer Experience with NiCEs eBook “CX 2026 Trends: Top Strategic Insights” Learn which trends will shape experiences, where to invest for lasting impact, and how to balance AI with human expertise. For leaders aiming to turn CX into an advantage, this report is your roadmap.

According to CallMiner’s annual CX Landscape Report, 68% of organisations aim to use the CX data they collect to make data-driven decisions. This data is invaluable for contact centre and CX teams, and is being applied to some of the world’s leading organisations across every department. This guide will give you tips and show you examples of how to do it too.

Zendesk’s latest CX Trends Report shows how AI is reshaping customer experience. With insights from more than 11,000 consumers and CX leaders across 22 countries, the report highlights how contextual intelligence is becoming the new standard for smarter, faster, and more personalised support.

What channels does your brand use to connect with customers? Is it through Phone, Chat, or Email? In todays fast-paced digital world, consumers are more connected than ever before. According to a recent study by Marketing Week, the average technology-savvy consumer utilizes an impressive six touch-points to engage with brands. This highlights the importance of being present and responsive across multiple platforms. In this guide, Scorebuddy delve into everything you need to know about crafting a seamless and effective omnichannel customer experience.

IDC has published its first-ever IDC MarketScape for European Contact Center as a Service (CCaaS) , offering independent insight into how providers support customer experience transformation and Five9 has been named as a Leader.

Contact centers have the potential to become strategic growth engines that drive profitability, enhance customer loyalty, and create sustainable competitive advantage. However, this strategic shift requires a fundamental change in how businesses approach their operations—particularly in how they invest in their most valuable asset: people. This white paper explains how engaged agents can turn routine interactions into meaningful customer conversations, improving both customer experience and business results.

Contact center leaders looking to improve the customer experience need to consider how to bring AI into their operations without damaging the customer experience. According to Microsofts Global State of Customer Service, 86% of customers expect to be able to help themselves with a self-service option. And two-thirds will try self-service before contacting a live agent.

CX is often seen by analysts as a key area for Generative AI initiative deployments, with a 2023 Gartner poll finding that 38% of executives cited CX and retention as their primary focus for the technology.

AI Is Reshaping Customer Experience - Are You Ready? This Gartner Research outlines the four essential pillars for successful AI implementation in customer service, with a research-backed framework to help customer service leaders implement AI with confidence.

The demand to speak to a human customer service agent isn’t going away. And if you’re not equipping your agents with the tools and training they need to succeed, there’s a high likelihood they’ll burn out and leave—negatively impacting the customer experience in the process.

The results are in! We’ve just wrapped our annual “What Contact Centres Are Doing Right Now” research and the story this year is clear: AI is continuing to evolve from hype to day-to-day reality, while leaders juggle tighter budgets, shifting channels, and the return to more face-to-face teamwork.

Every customer interaction has the potential to be either a risk or a chance to strengthen your brand. In today’s data-rich but insight-poor environment, traditional performance metrics just aren’t enough. How can CX and contact centre leaders shift the basic measures of performance in a way that can help provide deeper insights?

This PolyAI report takes a closer look at how generative AI is transforming customer service in large enterprises. Based on a survey of 100 customer experience (CX) leaders from major US and UK companies (each with over $500 million in annual revenue), it offers clear, practical insights for anyone looking to navigate the fast-changing world of AI in CX.

Unlock the power of agentic AI to transform customer experience. This in-depth report, produced in partnership with ContactBabel, reveals how AI-driven automation is reshaping contact centres – boosting self-service, streamlining operations and enhancing customer experience. It’s your essential resource for understanding the future of AI customer service.

Increase bookings, boost loyalty, and reduce service costs by delivering personalised guest experiences, seamless omnichannel engagement, and self-service that works from booking to check-out and beyond. In this eBook Five9 explore some of the industry trends and challenges that are shaping how Travel and Hospitality brands deliver exceptional customer service.

What does it take to get a customer from being interested in your brand to investing in your product or services? Well, it’s a journey of a dozen little steps.

Agentic AI is entering ‘buzzword’ territory (or maybe it already has!) but once you match it with a real-world use case, it becomes a lot more concrete. While our old chatbots needed rigid, step-by-step directions, all agentic AI needs is a compass and a destination—it will find the way on its own. This opens up fresh opportunities for self-service, workflow optimization, data analysis, and more, but it brings added risk too—and this is where QA comes in. If interaction volumes are scaling with AI, your QA function must keep up. So read this guide to find out what you can do.

Still only reviewing a fraction of your customer interactions? It’s time to move to smarter, scalable QA by downloading this in-depth guide covering the true costs of manual QA, key automation technologies, and how to measure ROI and future-proof your QA strategy.

Yes, the rules have changed – yet again – on what it takes to design an exceptional customer experience. Driven by ever higher customer expectations and even tighter budgets, contact centre leaders are being forced to do more with less. But how are they doing this without sacrificing quality and the human touch? Watch this webinar where our panel of experts share real-life examples of how organizations are succeeding in building truly meaningful connections with their customers and pulling out all the stops to amplify the human experience in an AI-driven world.

Managing multiple clients across disconnected data sources and outdated legacy systems makes it challenging for BPOs to forecast accurately, optimize resources, and consistently deliver the seamless experiences that clients and their customers expect.

AnywhereNow, in partnership with ContactBabel, presents The Inner Circle Guide to Agentic AI - your essential resource for understanding the next evolution in contact center automation.

Autonomous agents are changing the game. They’re not just answering questions – they’re solving problems, connecting systems and working alongside your teams. But getting started can feel daunting.

This exclusive CCMA report supported by Route 101 captures some of the knowledge and learnings from the experiences of other CX leaders, and is intended to help anyone looking to maximise their chances of success when plotting their approach to AI adoption and implementation.

What if you could reduce your service costs by 94% — year over year? Proactive engagement makes it possible, according to Aberdeen research. Want to know how? In this guide, you’ll discover four proven strategies to turn high-impact efficiencies into measurable savings.

Discover how to craft meaningful employee experiences and transform your customer satisfaction.

Let’s face it, compliance is a headache for all involved! From the advisors reading out long-winded compliance statements, and the quality teams making sure all the relevant tick boxes are checked (so no one gets fined!) – right through to the customers suffering through tedious processes when they have far better things to be getting on with! Fortunately, this is all becoming a thing of the past and there are now smarter ways to maintain compliance – without the compromise! Watch this webinar where our panel of experts put the spotlight on how agentic AI is changing compliance for the better, and how it’s (finally!) going to be much easier to manage compliance across your contact centre.

It’s no secret that customer expectations are higher than ever. This greatly impacts contact center agents, who are faced with the task of delivering quality experiences across communication channels. What’s at risk if these expectations aren’t met? The bottom line. A more traditional, on-premises contact center puts agents at disadvantage, without features and tools to provide the interactions that customers are looking for. Cloud-based solutions better equip agents to address customer needs and meet their expectations.

Your Customers Live on Mobile. Your Service Doesn't. New research reveals the shocking disconnect between how retail leaders communicate personally vs. how they serve customers.

Is your retail contact center ready for the Black Friday pressure? Everyone from agents to execs will be feeling the heat, and if your QA process isn’t up to scratch, there can be serious knock-on effects for your entire organization. Even small vulnerabilities in your quality assurance function will be magnified 10x when peak season volumes hit.

Explore how Agentic AI is revolutionizing customer experience in contact centres. This white paper reveals how AI enhances CX, cuts costs, and boosts efficiency.

In this Opus Research report, you’ll discover how companies at every stage of AI maturity can evolve from using AI as a basic problem-solver to deploying intelligent systems that anticipate needs, personalize interactions, and leave both customers and employees say, “Wow!”