Articles - Steve Morrell

Steve Morrell is the Managing Director of ContactBabel, which was founded in 2001 to provide high-quality primary research and analysis to the UK & US contact centre industries.

He has written hundreds of research reports and his opinion on contact centres has been featured on the BBC, ITV, Sky, the Guardian, and the Financial Times. He has also advised the UK government on the effect of offshoring on the UK economy.

Connect with Steve on LinkedIn

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F*** This! How to Make Sure Your Chatbots Don’t Swear at Customers
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Survey Reveals Pressure on Cost and Performance Levels to Grow in 2024
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Mishearing on Customer Calls Costing Contact Centres £246m a Year
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Heineken and ContactBabel Join Enghouse in Webinar
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How Video Can Support Business Interactions
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Journey to the Cloud – Contact Centre Communications
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Social Media Customer Service – Small but Deadly?
Will Contact Centres Become a Thing of the Past?
Recorded Webinar: 10 Predictions for 2015
The Future of Voice in the Contact Centre
Top 50 Largest Contact Centres in the UK
Sunshine on a cloudy day. When is it best to use the cloud?
Most respected contact centre people – 2012
Recorded Webinar: The Contact Centre of the Future 2012
Is Email on its Way Out?
Contact centres hang up on speech recognition
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An Introduction to… Workforce Management Applications
Recording Calls In Contact Centres
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Typical applications for call recording
How Are Contact Centres Getting More Their WFM Systems?
Call Center Quality Assurance
The Relationship Between Adherence and Forecasting
The Top 10 most respected Call Centre People – 2009