White Papers

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

To obtain better customer insight and optimize their processes, Equiniti implemented Nexidia, a speech analytics solution delivered by workforce optimization experts Business Systems (UK) Ltd. The solution has been successfully embedded into their organization for a number of years and […]

Sheila McGee-Smith highlights the experiences of four companies as they moved their contact centres to the cloud. Her research provides real-world insight on driving factors in moving to the cloud, future plans, and lessons learned from businesses who have made […]

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 will ignore at our peril.

With 90% of the data in the world today being created in the last two years, it’s no wonder digital transformation is ushering in an era of unprecedented change for businesses. This creates numerous challenges and opportunities for all types […]

In today’s fast-paced world, customers expect the efficiency they are used to accessing in everyday life to be just as relevant when communicating with brands, products and services. This white paper shares advice from four industry experts on introducing chatbot […]

Unified communications (UC) is a toolset that enables your employees to collaborate and work better together, giving your business the ability to successfully transform in the digital age. This eBook looks at the benefits of UC in reducing costs and improving […]

The UK telco market is mature and highly competitive, with four mobile networks and more virtual players. Warwick Analytics applied its PrediCX software to publicly available customer data. Read the full report.

Blending can be seen as the latest stage in the evolution of workforce optimization (WFO) strategies for improving the customer experience. Originating in customer-facing operations like the contact centre, workforce optimization uses data and technology to marshal resources more efficiently, […]

How does customer service impact someone’s decision to buy from your company? Download this white paper for 10 key findings from a technology market research company and learn how to avoid mistakes that can impact your company’s reputation and bottom […]

The NICE inContact Customer Experience (CX) Transformation Benchmark is fielded in the US, UK, and Australia with two surveys, one among consumers and one among contact centre decision-makers.

This white paper provides a brief overview of how the NICE Workforce Management System solves the challenge of understanding the adjustments needed to reduce ErlangC requirements when skill-based routing is used in a contact centre.

This paper sets out the key issues affecting the use of CSat surveys in contact centres and suggests ways that customer agents can be empowered by, and more fairly measured by, the use of AI.

In this white paper, we explore how chatbot technology is changing the customer service agent and, with insight from the CCW Market Study and Dr Nicola Millard, reveal how industry leaders are preparing for the next stage of this digital […]

Here are three mistakes to avoid so you capitalize on your customer experience opportunity rather than see it contribute to your downfall.

Throughout May 2019, Call Centre Helper readers were invited to take part in a “How Contact Centres Are Delivering Exceptional Customer Service” survey. The aim of the survey was to capture a snapshot view of exactly what contact centres are […]

This eBook is designed for contact centre management teams who are striving to create a more positive, efficient, and productive work environment, are focused on improving customer service and are ready to ramp up their internal quality assessment process.

Download this white paper which outlines 3 key strategies to achieve sustainable business success by using workforce management (WFM)

IVR technology was created to save businesses money but it has become a time-consuming monster that damages the customer experience. This guide looks at 3 ways you can escape the IVR and deliver a connected customer experience.

Organizations are reliant on contact centre performance to meet targets, achieve KPIs and fulfil corporate objectives. So, it’s crucial to get contact centre strategy right. This paper considers the benefits of cloud-based technology and how it is essential to the […]

How can you be sure your contact centre can meet customer expectations? Read this article to learn how a cloud solution equips you and your agents to succeed and empowers them to deliver a stellar experience.

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