In this part of the Contact Centre Manifesto series, we look at how a programme of continuous change and improvement can benefit business culture.

Genesys | Interactive Intelligence provide commentary on the latest trends in Contact Centre technology, detailing how they are redefining the Customer Experience.

The EU’s New Directive for the Protection of Personal Data will change how all organisations manage information. Pindrop shares insight into how Contact Centres are ideal targets while providing their recommended multi-layer approach to security.

Many call centres use multi-channel analytics solutions to mine unstructured data, identify patterns in customer behavior, and visually represent customer sentiment. This whitepaper examines the use-case potential of a well-tuned multi-channel analytics solution.

How do you bring together employees, customers and corporate demands to run the contact centre in an efficient and engaging way? This White Paper shows Business Systems latest survey results and how Workforce Management can help.