With insights built on hard data, the 23rd annual edition of “The UK Contact Centre Decision-Makers’ Guide” is the largest and most comprehensive study of UK customer contact operations.
Covering digital service, customer experience, AI, omnichannel, technology, salaries, attrition and strategy, this report is the major source of real data and insight into what’s actually happening in the UK’s customer contact industry.
This year’s report adds sections on serving vulnerable customers, avoiding agent burnout, and customers’ experiences and opinions of AI for customer service.
You can receive the research for free, along with the detailed “2026 UK Contact Centre HR & Operational Benchmarking” report (which is £375 to non-participants).
Findings will be made exclusively available to participants in early March, pre-launch.
To take part, please visit: https://www.smartsurvey.co.uk/s/UKDMG2026/
If you have any questions, including seeing a copy of the questionnaire before completion, please email smorrell@contactbabel.com.
The deadline for survey completion is Friday 20th February.
Author: ContactBabel
Reviewed by: Robyn Coppell
Published On: 2nd Feb 2026 - Last modified: 3rd Feb 2026
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