In this article, our panel of experts share their ideas on how technology can reduce cost in the contact centre.

Offering a proactive service is the third strand in having an optimised service strategy, taking its place alongside assisted service and self-service. In this white paper Intelecom explain how you can design an effective proactive service strategy.

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

Many contact centres across the globe are moving away from manual dialling to automated dialler solutions. This White Paper will explore how to effectively make more connections and instantly generate more sales with an automated dialling solution.

The intent to provide self-service has been a long-standing customer service ambition. This White Paper looks at how intelligent assistance can proactively help in a world where reducing customer effort remains a major customer service objective.