In this article, we look at how to measure productivity in the contact centre – looking beyond the traditional efficiency-based definition.


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.

This white paper is your handbook for venturing into the RPA world. It’s packed with background on what RPA can do for you and your organisation, how it works, and the different kinds of robotic solutions for your automation needs.