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.
With extensive research into the latest ways that contact centres are looking to improve their people, processes and technology, what better resource is there to benchmark your operation?
This year, we’ve reached out to dozens of customer contact experts to get real and insightful analysis from some of the leading voices in this ever-changing industry.
Download the 2025 report to see their responses, detailed breakdowns and key takeaways with a focus on CX, QA, WFM and the future of the customer contact world!
What are you waiting for?
P.S. Huge thanks to our partners: Five9, NiCE, Peopleware and Scorebuddy, and to every reader who took part this year. Your input helps the whole community benchmark and improve.
Author: Rachael Trickey
Reviewed by: Jo Robinson
Published On: 7th Oct 2025
Read more about - Latest News, Benchmarking, Five9, NiCE, NiCE CXone, Peopleware, Research, Scorebuddy
