Contact centres are littered with distinct vocabulary, abbreviations, and acronyms, such as BPO, POC and CLI.


Tasked with delivering omnichannel service? Struggling with different systems for calls and emails and need to introduce chat and social media? This white paper explains what Omni-Channel is all about, how to achieve it and the benefits that it brings.

In this case study QStory shares how their WhyDetector analytic tool transformed the Telesure Group’s contact centre

Learn some of the best practices in self-service strategy and how to blend it right with agent-assisted service.

This eBook shares expert opinions and looks at how technology (AI) can support human skills to provide a better customer experience. AI can take care of monotonous and low added-value tasks, freeing up agents to make this a winning combination.