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White Papers

White papers represent a great way to read in depth about some of the issues facing call centres.

A lot of effort is wasted on customer experience initiatives which, frankly, make little difference. This paper describes how to deliver big wins for your organisation by delivering big wins for your customers.

Contact centres have long accepted discrepancies between forecasts and actual staffing needs as a reality of the industry. This report shares how with NICE EEM, contact centres can unlock the ability to optimise staffing, reduce attrition and achieve operational efficiency.

Looking for an independent assessment of the leading cloud contact centre vendors? Forrester Research has evaluated the main players for you, with Serenova highlighted as a Strong Performer.

One thing that’s often overlooked when considering outstanding customer experience is highly engaged contact centre agents. Retention is always a major pain point in the contact centre. This eBook looks at how to improve customer experience and increase retention in […]

Throughout September and October 2018, Call Centre Helper readers were invited to take part in our annual contact centre survey. We asked 45 questions to over 350 contact centre professionals to gather our greatest ever overview of the contact centre […]

In its third instalment, Opus Research provides a comprehensive buying guide detailing 26 solution providers for enterprise intelligent assistants.

With renewed focus on Artificial intelligence applications for business, this report shares how with NICE WFM, the machine takes on the tasks of learning each environment and applying intelligence that exceeds the human capacity to process.

Intraday Automation keeps call centres on top of events that threaten performance; giving the team a “heads up” on potential problems. Many contact centres believe they already have intraday management functionality. Find out if your centre is already doing this.

Why digital self-service without true omnichannel strategies risks the entire customer experience. New study reveals that companies must first focus on themselves to meet customer expectations for digital service.

For many contact centres, crucial performance information seems to be locked away behind barriers. Find out in this paper which metrics to choose, how to set the right targets for KPIs and how to measure metrics effectively.

Fraud is on the rise across customer-facing interaction channels. This white paper examines the challenges that organisations face and how voice, behavioural and biometrics successfully detect and prevent fraud while improving customer experience by reducing effort for legitimate customers.

In this short ebook, Guy Letts from CustomerSure explains why ‘getting feedback right’ delivers, and lays out a step-by-step guide process you can follow to start getting results fast.

Studies have shown that it’s emotional satisfaction that is especially important. This white paper looks at emotions, how they influence behaviour, their relevance to customer experience outcomes and specifically how all this translates into the daily life of customer interaction.

Forward-thinking contact centre leaders recognise the potential value of voice of the customer data.. What does it take to truly harness your customer data and become a voice of the customer superhero? Download the ebook to find out.

Call centres are expected to continuously improve the customer experience. Today, they are expected to reduce costs too. This case study illustrates how Real Time Resolutions successfully implemented Interaction Analytics to significantly reduce costs and increase customer contact.

Is your contact centre prepared to stop current customer churn and adapt to take on future challenges? Get the ebook to find out how to use your customer interaction data to claim your spot at the executive table.

The next step-up in productivity for contact centres is the implementation of intraday automation (or sometimes called real-time automation) – adapting the daily scheduling automatically. This white paper looks at the benefits of intraday automation and solutions like QStory’s ARTI.

This report reveals how consumers prefer to interact with a business, what they value most when engaging with a business, what personal information they are willing to share and what businesses miss when it comes to delivering an exceptional experience.

More companies are understanding that call centre quality assurance is critical to customer experience and that they must move past outdated tracking and recording methods. This guide outlines how a good customer experience is dependent on the right tool, training, […]

Analytics is one of the more versatile and powerful innovations that has become available to contact centres. This white paper explains how interaction analytics creates value and rapid ROI with examples from real-world deployments.

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