Working out how many staff your need in a contact centre is straightforward task, but it is easy to make mistakes.

This report shares new analysis on the impact that language has on the customer experience and the rising demand for multilingual service in non-voice channels such as chat and social media.

The challenge To support the Bank’s corporate customers in the EMEA region, the Bank offers them expert outsourced call centre services via its UK-based Client Service 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.

If your contact centre is taking card payments, you need to comply with PCI DSS. It’s not an option. It’s mandatory. This whitepaper provides insight into how you can achieve and maintain compliance using IP Integration’s Secure Payment On-Demand solution.