A lot of effort is wasted on customer experience initiatives which, frankly, make little difference. This paper describes how to deliver big wins for your organisation by delivering big wins for your customers.

Contact centres have long accepted discrepancies between forecasts and actual staffing needs as a reality of the industry. This report shares how with NICE EEM, contact centres can unlock the ability to optimise staffing, reduce attrition and achieve operational efficiency.

Looking for an independent assessment of the leading cloud contact centre vendors? Forrester Research has evaluated the main players for you, with Serenova highlighted as a Strong Performer.