Reports, White Papers and Latest Resources

AI adoption in customer experience (CX) has accelerated dramatically. According to the CallMiner CX Landscape Report, 96% of CX and contact centre leaders view AI implementation (including generative and agentic AI) as a key strategy, up from 87% in 2024. Organisations are deploying AI to empower frontline employees, optimise operations under financial strain, and deliver better customer outcomes. Yet while adoption surges, governance has struggled to keep pace.

Voice AI is moving fast. But for many contact centres, scaling it successfully is proving harder than expected.

Public sector organisations face rising citizen expectations, legacy system constraints, and budget pressures. This eBook explores how local government, higher education, and housing associations can leverage AI-powered self-service, omnichannel engagement, and cloud contact centre technology to improve first-contact resolution, reduce costs, and build citizen trust through secure, hyper-personalised experiences.

Business communications carry more weight than many organizations might like to admit (or even realize). Budgets are tight and customer patience is growing thinner. There are many confident predictions about what comes next. But those predictions live in a world of infinite budgets, perfect data, and teams with time to experiment. Reality looks different.

Too many contact centers rely on expensive, disconnected tools that don’t learn from each other—and don’t scale with your needs. The result? Inconsistent experiences, siloed channels and overwhelmed agents. Download this guide and learn how a single AI platform can streamline your support strategy, reduce costs and delight customers.

Want to know what it really takes to build an AI-ready operation that works in the real world.

Most organisations focus on resolving complaints faster, but the organisations making real progress are using complaints to improve how they operate. In a poll of over 200 service, complaints and operations leaders, when asked whether organisations prioritise handling complaint volumes or using complaints to drive improvement, most said volume tends to win under pressure. This reflects where many organisations are currently focused.

WFM is in the middle of a transformation not just toward new tools, but toward a more intelligent, connected, cloud-enabled, and human-centered approach to workforce management.

Download The 2026 US Contact Center Guide to AI Interaction Analytics, sponsored by MiaRec, to discover how contact center leaders are using AI to improve quality assurance, customer experience, agent coaching, and revenue.

According to new research from Metrigy, companies using AI across unified CX platforms are seeing measurable gains in revenue, customer satisfaction, and agent efficiency. Download this exclusive Metrigy ebook, commissioned by Zoom, whether you’re refining your AI strategy or scaling your CX transformation, these insights will help you drive the measurable impact your business is looking for.

Basic call queues and ring groups were built to route calls, not to support mobile associates, specialist teams, or unpredictable retail demand. They don’t show who’s available, what’s urgent, or where issues should go. As a result, calls bounce, context is lost, and teams spend more time managing calls than helping customers.

Customer expectations continue to rise, and operational pressures aren’t letting up. To meet these demands, organisations need automation that’s more intelligent, conversational, and customer-friendly.

Streamline your RFP process with this template designed to help you evaluate AI-powered support tools effectively. Youll get an AI RFP template that’s ready to download and use right away, a set of questions covering the most critical AI features for customer support teams, and a streamlined template focused on what matters most — no unnecessary fluff.

Over the past year, the rapid pace of AI adoption has transformed how customers connect with and experience brands. At the same time, rising geopolitical tensions have brought renewed focus on digital sovereignty and the strength of the European technology ecosystem. Whether you're a CX professional, a business leader, or simply passionate about customer experience, this report is your go-to resource for discovering who to follow, learn from, and be inspired by.

What are KPIs and why are they important in contact centers? Short answer: They are important metrics that help you understand and manage performance. Long answer: Call centers need to know how good their performance is. KPIs indicate whether your team is working effectively, if your customers are happy, and if everything is running efficiently.

Artificial intelligence now sits at the centre of nearly every CX roadmap. Between vendor promises, evolving frameworks, and rapid-fire technology updates, the path forward can feel more like a maze than a map. This eBook is designed to help you build for what’s next — starting from where you are today. It’s a guide to your AI journey, offering insight into readiness and providing a path to successful CX and AI transformation.

Understanding customers isn’t a soft skill. It’s a measurable driver of performance. The latest UK Customer Satisfaction Index shows a clear shift: organisations that understand and respond to customer needs significantly outperform those that don’t.

Support automation is evolving fast. This assessment helps you understand where you are today, what’s realistic next, and how mature teams approach automation across chat, voice, actions, and escalation.

Work has changed. Hybrid work, rising customer expectations, and AI-augmented tasks have shifted what employees and leaders need from their workforce strategies.

Customer satisfaction with energy companies has improved over the last five years, but sadly, the utilities sector still trails behind most sectors of the UKCSI rankings, scoring just 71.7 points, in contrast to industries such as banking and retail which score in the 80s. This guide shows how utilities can overcome these challenges with practical steps, proven results and smarter service – without rip-and-replace.

For much of the last decade we have been hearing that AI and automation is the answer to CX problems. But the problems have never been your customer support workers, it’s always been the siloed, legacy technology surrounding CCaaS that introduces friction into customer experiences. AI alone can’t solve that – in fact, it’s just highlighting friction FASTER during customer interactions. Watch this webinar replay, where we look at how CX-first organizations are pivoting their strategy from focusing on interactions to focusing on outcomes, and help provide a playbook for how to think beyond CCaaS and let AI do the chores while your employees build long-lasting, revenue-generating customer relationships.

Inspiring educational experiences start with clear, connected communication. When admin teams and academics can collaborate effortlessly, they create richer, more engaging experiences for students. But student needs evolve constantly—from applications to exams—and so must communication. To meet these shifts, education providers need a communications platform that’s robust, flexible, and built to scale.

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

Customer experience is at a turning point. Contact centers are under pressure to resolve complex issues quickly, while juggling rising volumes, higher expectations, and disconnected tools. Download this updated paper to find out what the future looks like.

Streamline your RFP process with this template that outlines key WFM platform features for modern support teams.

Workforce management is shifting from static planning to continuous operational control. As channel volatility rises and intraday disruption becomes the norm, teams face pressure to protect SLAs while reducing cost-to-serve. Many "AI-powered" WFM and WEM tools deliver dashboards and recommendations, but leave operations leaders to figure out what to do next.

As routine contacts are removed through automation, the work reaching frontline teams is becoming more complex, emotionally demanding and judgement-heavy. Organisations are therefore seeing a closer connection between how employees are supported day to day and the quality of customer outcomes delivered.

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.

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.