As part of our Contact Centre Manifesto series, our panel of training experts explain how to train your Team Leaders to best support your agents.

When your customers call, is your IVR helping or hurting your business? How do interactions with your customers end – in frustration or satisfaction? This 10-point quiz explores if your IVR is helping your business or driving your customers away.

Gamification is a fun and growing resource that can be adapted to improve contact center performance and agent engagement. This white paper gives examples of how organizations have used gamification and presents best practices for using gamification to improve performance.

The move towards 24/7 retailing online has had a big impact on customer service. This White Paper examines the changing role of the contact centre in improving both the quality of your customer experience and your bottom line.