White Papers

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

In this report, Jonty Pearce proposes a 10-point plan for how you can tune up your contact centre. From looking at why customers are calling, ways to tune up webchat, as well as some suggestions that can transform the operation.

Customers are more internet and mobile-savvy, more informed and socially aware. As a result, they are seeking to use all the new channels at their disposal to communicate.

The evolution of smartphones, social media and email means your customers are likely interacting with your brand on several different devices and channels. This report looks at how your customers’ concerns can be addressed regardless of their preferred channel.

Smartphones have become all-in-one devices to help us throughout our lives and they are probably the most important trend in recent consumer behaviour. This report includes practical tips and guidance on mobile-optimised customer service.

Millennials have a more favourable view of a brand or organisation if their customer service portal is mobile-responsive and this digital transformation impact on contact centres is huge. This White Paper explores how contact centres can shape up in preparation.

Call centres of yesterday have evolved into multichannel contact centres and a few have transformed into omnichannel engagement centres. Understanding the difference between “multichannel” and “omnichannel” is key to designing and delivering omnichannel customer experiences today’s tech-savvy customers expect.

Consistently delivering good customer experience across multiple channels is the goal of most senior contact centre professionals. This report looks at how organisations respond to their challenges, and whether any can move into a more proactive delivery of customer experience.

The systems used to manage customer interactions are more complex than ever before. As the number of channels increases, the tools used are expected to increase. This report highlights how modern contact centre’s use technology to optimize the agent desktop.

A brief overview of CCaaS solutions that are driving and inhibiting the market at this time. The report provides an indication on the market leaders, challengers, visionaries and niche players, while delivering an insightful overview on the market.

The world is becoming increasingly digital. The proliferation of smart-phones and high-tech availability means your customers are demanding seamless experience regardless of how they contact you. The report looks at how you can engage with customers in this ultra-connected era.

Customers today are more dynamic than ever, but frontline workforces can’t keep up. This White Paper will enable your WFM team to respond in real time with agility and speed to any changing condition, while automating the manual processes.

Throughout October and November 2016, over 340 contact centre professionals were surveyed about what happens in their contact centre. This White Paper shares the findings of the survey.

Few organisations keep pace with evolving customer behaviours.  As a consequence, planned, ongoing and co-created disruption now needs to become your new ‘business as usual’ model.

Choosing the right technology to design and orchestrate customer engagement across all digital channels and voice is key to delivering on customer expectations for effortless omnichannel experiences.

Many contact centres across the globe are moving away from manual dialling to automated dialler solutions. This White Paper will explore how to effectively make more connections and instantly generate more sales with an automated dialling solution.

As chat, email and social media channels grow, measuring quality and performance has never been more important. This article looks at what multichannel means for the contact centre, where the valuable data lies and how to access it.

Disengaged agents are one of the top issues that impact contact center performance and customer experience. This whitepaper will explore 8 hidden costs of agent disengagement.

The UK Contact Centre Decision-Makers’ Guide (2016 – 14th edition) is ContactBabel’s comprehensive annual report studying the performance, operations, technology and HR aspects of United Kingdom contact centre operations.

Delivering good social customer service can be a challenge, especially when it comes to integrating with traditional channels, and scaling to meet customer demand and expectations. This whitepaper will explore 15 tips on using social to improve customer service.

Connecting customers to the right agents over the right channel is key to an excellent, differentiated customer experience. This report looks at the top eight providers of large contact center interaction management (CCIM) and how they measure up.