Throughout October and November 2016, over 340 contact centre professionals were surveyed about what happens in their contact centre. This White Paper shares the findings of the survey and offers a snapshot view of what contact centres are doing right […]

Call centres of yesterday have evolved into multichannel contact centres and a few have transformed into omnichannel engagement centres. Understanding the difference between “multichannel” and “omnichannel” is key to designing and delivering omnichannel customer experiences today’s tech-savvy customers expect.

A guide to overcoming challenges of the next decade and securing your place among the service elite This guide will explore survival tips for the 21st century contact centre, from facing the facts to be a leader not a follower.

Few organisations keep pace with evolving customer behaviours.  As a consequence, planned, ongoing and co-created disruption now needs to become your new ‘business as usual’ model.