White Papers

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

Companies that excel at digital customer care reap impressive rewards. This eBook provides insight into how you can revolutionise your customer experience and deliver next-gen digital customer service.

Call centres today are faced with challenges that demand attention to improve results for customers. This survey of call centre managers and executives in the US and the UK checks on the current state of priorities and areas for improvement.

Delivering continuous improvement is a business imperative, regardless of your size and complexity. This white paper looks at customer challenges, how to approach any improvements and make positive changes to your customer service.

Research shows 55% of consumers who intended to make a purchase change their mind because of poor customer service. This white paper looks at how the power of conversation can transform customer service, business opportunities and employee engagement.

The study, commissioned by 8×8, canvassed the views of 1,095 local government staff in the UK. This white paper explores attitudes to new technology adoption in local government across the UK.

Technologies such as robotic process automation and back-office workforce optimisation have been developing adjuncts to the front and back office, but are fast ramping up the adoption curve. Read on to find out how RPA can provide some quick “wins”.

Goals Hastoe Housing needed a multi-media contact centre solution that would flex and grow with the changing needs of their customers

Today’s customer expects a lot for their loyalty. Reactive customer service is therefore yesterday’s game plan. This white paper looks at how you can readjust your ambitions and strategy and embark on a journey of working smarter not harder.

Business Systems have teamed up once again with The Forum. This white paper looks at how effective Quality Monitoring and Management still plays an extremely important role for contact centres in the UK.

Performance management can align an entire firm, from frontline employees to executives, around a central mission and goal. This white paper shares contact centre best practices – to replace outdated performance metrics, segment employees, implement gamification, and optimise employee engagement.

Customers are expecting immediate feedback when they contact a business on Twitter, Facebook, or other social channels. Read on to find out if your contact centre is set up to handle the unique nature of such interactions.

Want to know how to risk-proof your contact centre and avoid hefty fines for non-compliance? This guide will help you understand how interaction analytics can provide an innovation edge against compliance violations and help you reduce the risk of fines.

The agent desktop plays a crucial part in customer service. However, the required functionality has dramatically changed over the past decade. In this white paper mplsystems has summarised 4 key factors that they believe define a true unified desktop.

A study to take a look at modern WFM practices, challenges, and future plans. This white paper shares how leaders can gain an understanding of workforce management in the contact centre and use these findings within their own organizations.

For the ninth year, Genesys has been positioned as a leader in the 2017 Gartner Magic Quadrant for Contact Centre Infrastructure, Worldwide. Read on to find out how Gartner defines Contact Centre Infrastructure and how all of the vendors compare.

To maintain your competitive advantage, you need solutions that enable and engage your employees as effectively as they drive your operational performance. This e-book shares how to engage your workforce, with a tool that drives employee empowerment, visibility and accountability.

For businesses to remain competitive, self-service and automation is an inevitable part of a contact centres evolution. But what are the most effective automation options? This white paper shares a guide to implementing self-service and automation in the contact centre.

The options for consumers to manage their money continue to grow, and with this expansion, mobile payments are becoming more popular. Here, Puzzel explores the current choices available to consumers, highlighting how you can create the ideal integrated solution.

As companies focus increasingly on digital transformation initiatives, a unified communications and collaboration infrastructure that operates optimally is crucial to success. This report demonstrates how efficiently managed UCC is crucial to the success of digital transformation initiatives.

HomeServe is working with Sabio to deploy a speech analytics solution to help optimise engagement and improve the customer journey. In this case study Sabio shares how you can reduce customer effort with speech analytics.