2026 Research: What Contact Centres Are Doing Right Now

The results are in and it’s no surprise that AI continues to dominate the contact centre conversation in 2026. Throughout the year, industry leaders have been diving into the innovative technology on offer – all while contending with the gap between what’s possible and what’s actually being implemented.

With next-generation chatbots, AI voice assistants, AI-enhanced analytics, and so much more in the mix, it’s definitely an exciting time to be shaping the future of contact centres.

In fact, our research found chatbot adoption has passed the 50% mark for the very first time, as well as significant increases in video chat usage!

Yet, with every topic we delve into in this year’s research, one key takeaway remains: the contact centres making real progress are the ones bringing their people along with them.

With fascinating snapshots from CallMiner, ContentGuru, Peopleware, and ScorebuddyCX – and of course our loyal Reader Panel of passionate CX practitioners – our 14th annual research explores the biggest trends shaping the industry across Customer Experience (CX) and Quality Assurance (QA), to Workforce Management (WFM), Conversation Analytics (CA), and beyond.

We’re delighted to share the results and invite you to explore what each of our contributors has to say.

Click here to download the Research

Reviewed by: Jo Robinson