Is Voice Dying? The Data Says Not. ft. Steve Morrell of Contact Babel
In this episode, Martin is joined by Steve Morrell, founder of Contact Babel and author of the UK Contact Centre Decision Makers' Guide — now in its 23rd year. Steve brings a historian's eye to the industry, grounding the conversation in real data rather than hype.
They dig into some of the most striking trends from this year's report, including why average speed to answer has ballooned from around 16 seconds in 2004 to over two minutes today — and why it shows no signs of dropping. Steve explains how longer, more complex calls are placing a greater cognitive and emotional burden on agents, and why the industry may be sleepwalking into a burnout crisis.
The headline finding? Voice is very much alive. Despite years of predictions that digital channels would take over, live telephony still accounts for around 63% of all inbound interactions — a figure that has barely shifted. Steve shares data on why customers continue to reach for the phone, especially for urgent, complex, or emotionally charged issues, and what it means for businesses rolling out AI-powered self-service.
The episode closes with a practical take on AI adoption: where to start, what to avoid, and why the biggest risk isn't moving too slowly — it's deploying customer-facing AI before it's ready.
The UK Contact Centre Decision Makers' Guide is available free at contactbabel.com.