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.


Many companies still hesitate over whether to deploy contact centre systems via premise-based technology or cloud-based services. This white paper helps buyers look more closely at the relative costs in different deployment scenarios.

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.