In this article, we are going to investigate how a business can measure satisfaction, and how important this metric really is.

Today’s customer expects a lot for their loyalty. Reactive customer service is therefore yesterday’s game plan. This white paper looks at how you can readjust your ambitions and strategy and embark on a journey of working smarter not harder.

Want to know how to risk-proof your contact centre and avoid hefty fines for non-compliance? This guide will help you understand how interaction analytics can provide an innovation edge against compliance violations and help you reduce the risk of fines.

The agent desktop plays a crucial part in customer service. However, the required functionality has dramatically changed over the past decade. In this white paper mplsystems has summarised 4 key factors that they believe define a true unified desktop.

Customers are expecting immediate feedback when they contact a business on Twitter, Facebook, or other social channels. Read on to find out if your contact centre is set up to handle the unique nature of such interactions.