Our panel of experts make their predictions of how the make-up of the contact centre will change and develop in 2019.
The link between agent productivity and contact centre performance is real. This white paper outlines 7 ways to motivate staff and improve contact centre performance using the latest cloud-based technology.
How to bridge silos for a better customer experience. In this guide, you’ll learn how to transcend the IVR-to-digital gap and move the right callers to the right digital channels so you can enhance the customer experience while cutting costs.
The agent desktop plays a crucial part in the delivery of customer service. However, the required functionality for an agent desktop has dramatically changed over the past decade. This ebook summarises 4 key factors that define a true unified desktop.