The Leading Contact Centre Magazine

White Papers

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

Customer Satisfaction remains the king of contact centre metrics. In this new white paper, Puzzel outlines five positive strategies to drive efficient and effective customer service in contact centres.

British businesses are driving customers away for completely avoidable reasons. And it’s costing them billions! This study looks at the essential practices every call centre should have in place to listen and engage appropriately to create a better customer experience.

In this guide we look at the importance of positive emotions in delivering a great customer experience. This is an area where the industry as a whole is failing and which we ignore at our peril.

Millennial workers stay with an organisation just over a year on average. This white paper looks at the reasons why and how you can offer better flexibility, increase long-term engagement and satisfaction to ultimately reduce turnover.

Nearly every contact centre would like a first-time caller resolution. Rather than introducing further complications with multimedia call centres, this paper tackles how transparency should make engagement easier and quicker from everyone’s perspective.

This guide provides a detailed overview of how Nuance is working with leading enterprises to deploy the Nina virtual assistant, the benefits of doing so, and how in a few weeks you could create your new ‘Employee of the Year’.

This report will show you how to sift through applicant files to find employees who have existing skills as well as how to train your present staff to embody these characteristics.

Unified communications and collaboration tools (UC&C) gives employees a consistent user experience and access to communication tools that suit their strengths This guide gives insight on digital transformation and the ways UC&C can help you to achieve your goals.

Workforce blending suggests that the barriers between front and back office should be torn down, and the skills and responsibilities be shared more equally. This paper explores how blending can be seen as the latest stage in the evolution of […]

Customers now routinely use digital channels to complete tasks that once kept phone agents busy In this guide, we highlight eight real-world implementations that are helping their organisations streamline operations, improve agent productivity, increase customer engagement and boost sales revenue.

NICE inContact commissioned Forrester Consulting to conduct a study and examine the potential return on investment (ROI) enterprises may realise by deploying NICE inContact CXone in their contact centres.

Service design provides companies with a useful framework, first to understand their customers’ needs and then to design services around them. This guide provides an introduction to service design and explains why it’s the key to delivering outstanding customer experiences.

5CA decided their existing Quality Assessment solution was too rigid to accommodate the myriad changes in their business. 5CA has a keen focus on QA, and uses Scorebuddy as their QA tool.

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.

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.

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