This white paper outlines the top reasons to reconsider homeworking as an option for contact centres and reveals some practical tips to overcoming the common challenges associated with remote resources. It also highlights several real-life success stories.

This eBook presents a series of topics intended to help companies measure Quality Assurance in the call centre and to use these metrics to improve NPS and overall customer experience.

Companies recognise the importance of providing an outstanding customer experience. To accomplish this you need to innovate quickly, and ensure quality. Read about the Customer Experience Lifecycle and how it can help you to deliver the experiences your customers expect.

Key performance indicators (KPIs) can be either a framework to customer service success or a ball and chain which removes flexibility and creativity. This white paper looks at KPIs and whether they earn the value that is placed upon them.