White Papers

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

This eBook will dispel the myths surrounding cloud contact centres – focusing on smaller operations with 50 or fewer seats.

The guide tackles customer journey mapping. This is a technique that is growing in popularity, not only in the contact centre but also with customer experience, marketing and customer service professionals.

This guide is designed to show you how the engagement data captured and analysed from your call centre can transform your organization’s performance and results.

There are so many ways to get to pain-free customer service, but what is the fastest path to relief? “Knowledge first” would be a sound approach, based on what consumers are saying.

The results are officially in and you can now download our popular annual report that delves into the current state of the contact centre industry.

By 2020, many companies will be competing on the basis of customer experience (CX) and the contact centre plays an ever-increasing role in this. This eBook walks you through three trends to guide a successful CX strategy.

Consumers want to have the peace of mind that companies they do business with are safeguarding their sensitive data. This White Paper looks at The Payments Challenge

A great customer experience is a key competitive differentiator that not only builds loyalty but also drives ongoing sales and revenue. Check out these top five tips for a better customer experience.

Contact center success ultimately hinges on the ability to effectively identify, measure and achieve key performance indicators (KPIs). This Contact Center KPI and Benchmarking report explores how to appropriately define and measure success and the trends across common metrics.

A Professional’s Guide to Optimizing Contact Centre Operations. Despite gradual changes to contact centre operations, many organizations still use manual processes that make it difficult to effectively evaluate agent behaviour and limit the potential for effective coaching.

It is no secret that voice is a crucial part of the contact centre industry. In recent years, however, contact centres have developed omnichannel strategies with new ways for customers to engage with them.

Research continues to find many brands still aren’t getting customer experience right. This breakdown is seriously thwarting the ability of some businesses to thrive. This white paper looks at how you can improve customer experience through digital transformation and cloud […]

Compliance plus collections; those two words are synonymous with the most successful collection agencies in the industry. This white paper looks at improving collection rates with gamification.

While today’s forecasting methods are amazing, it’s still not possible to define the perfect forecasting formula that will account for all possible scenarios. In this eBook, you will discover the basics of forecasting and find out what the most common […]

Although the exact numbers vary by source, there’s universal agreement that it costs several times more to acquire a new customer than to retain an existing customer. This White Paper looks at Contact Centre Technology.

This white paper focuses on behaviours that can help you become a better contact centre leader. It includes a real-life perspective from Jen Jackson, Vice President of Customer Success at Serenova. Use this white paper to foster trust and build […]

The majority of contact centres still manually evaluate just 1-3% of their monthly calls. This brings some significant quality monitoring challenges.

An objective look at the impact of network latency on voice communications. This White Paper looks at latency impacting your business growth.

NICE inContact named a Leader and achieves highest and furthest overall position for ability to execute and completeness of vision in the 2019 Gartner Magic Quadrant for Contact Center as a Service, North America. Download a copy of the Gartner […]

Gamification is the process of applying game mechanics to non-gamified environments such as contact centres. This White Paper looks at Top 10 Gamification Best Practices

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