For the people who run contact centers, buy their technology and fund the change. Every figure on the site says where it came from and how sure it is, so you can check it before you rely on it.
Independent and self-funded, with no vendor owner or investor.
A contact center is where a company keeps its promises, or fails to. Every day, the people who answer the calls and messages live with decisions made far from the floor: the platform they log into, the targets they are held to, the staffing plan that decides whether there is a breath between one customer and the next.
Those decisions are hard to get right. A platform choice can shape an operation for years. The people making it are busy running the place, rarely have neutral data, and seldom get to test a claim against their own numbers before they sign. Much of the guidance on offer comes from someone with something to sell, and figures travel from page to page until no one can say where they started.
We built The Center of CX to be the place we wished existed. Free tools that take your numbers and show their working. Research that says where every finding comes from and when it was checked. A plain line between what is known, what is assumed and what is modelled, so you can see how far to lean on each answer. When a figure has no public source, we say so. When a result cannot be trusted, we show no figure at all.
We believe better decisions in contact centers make better days for the people who work in them and better service for the people who call. Everything here is built toward that.
Whatever your role and however long you have been doing it, you should find something here that replaces guesswork with a number you can check.
The numbers people will ask you about, explained where you first meet them: handle time, occupancy, first contact resolution, shrinkage. The tools show how each one moves the others, so you learn how the operation works as well as what it calls things.
Staffing, occupancy, shrinkage, adherence and forecast accuracy on published methods. When you ask for another agent or a schedule change, the case rests on arithmetic your leadership can check line by line.
Cost, service and risk in one view before you commit budget, with a grade on every result that tells you how far you can rely on it and what would make it firmer.
Readiness assessments, a renewal gate and a business case that keeps freed time apart from real savings, so a plan is built on what will actually change and who has to change it.
Vendor research finding by finding: what a platform does, where it breaks, what it takes to implement and who owns the complexity after go-live, with the public source behind each point.
Contract terms read clause by clause, including how an AI vendor may use your data, security and residency, and the rules each industry answers to, each with its source.
Total cost, license gaps and business cases where every figure is sourced, marked as an assumption, or yours, and the report says which. Built to hold up when someone asks where a number came from.
Methods anyone can read, reports you can hand to a client, and links that reopen a scenario exactly as you left it.
A fair hearing. Anyone can report an error with a public source, every accepted correction is shown on the vendor's page, and no vendor pays to appear, to move or to preview research.
Calculators, assessments and procurement tools. Each has a published method (23 in all) and a report you can download with no sign-in.
See the diagnosticsAcross 8 technology categories, listed A to Z. 18 contact center platforms are researched finding by finding, each finding with its public sources and validation date.
Browse the vendorsWith 61 segments: what each one requires, the regulation it answers to and the published benchmarks that exist for it. Where no public benchmark exists, the page says so.
Find your industryAlso: Market Watch, dated launches, deals, outages and rule changes, each labelled by the source it rests on.
A fact with its source, an assumption labelled as one, a result modelled from inputs you can see, or a measurement you entered. A model says what it computes under its inputs; it never promises a saving.
Three grades sit behind each result: the evidence behind the inputs, how likely the value is to be realized, and how complete the inputs are. The weakest sets the headline, and the page says what would raise it. When a result cannot be trusted, the page shows no figure.
Each diagnostic's formulas and constants are written out in words, with a version and date, and checked against published reference cases such as Erlang C tables. A constant with no public source is labelled as a planning value of our own.
A published figure links to the publisher's own page. What is not a quotation is written in our own words.
Read one: the Cost per Contact method, or the Staffing method, which is checked against published Erlang C cases.
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Questions, a project or a vendor you want researched: contact us. To write for the site, see Write for us. New methods, research and Market Watch items: subscribe. Publications and communities we read are on the CX ecosystem page.