White Papers

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

In the age of the customer, more consumers have become accustomed to the instant gratification afforded to them by technology. How can businesses meet the increasing expectations and deliver exceptional customer experience?

Gamification is an innovation that has quickly attracted a large and loyal following because of its proven ability to improve engagement. This white paper gives examples of using gamification in contact centres and presents best practices to improve performance.

By analysing audio for clarity and consistency you can take the necessary steps to ensure a consistent, positive voice experience for contact centre staff and customers alike. Read on to ensure that employees’ hearing health is not at risk.

A successful contact centre needs the correct mix of intelligence, design, and practical functionality to be a winner in today’s competitive environment. Learn some of the best practices in self-service strategy and how to blend it right with agent-assisted service.

It can be challenging to determine which customer engagement centre (CEC) option is right. In this Gartner report, which highlights the eight capabilities to look for when choosing CEC software, Zendesk has been recognised as the highest-ranked CRM solution.

CallMiner surveyed 1,000 people to find out how/why consumers contact suppliers and how they were feeling when they contacted. Read more to find out how the results uncovered a switching epidemic – and that call centres play a pivotal role.

Waiting for your customers to contact you and only servicing them when they do is unproductive, unpredictable and creates issues. In this white paper, readers will learn the top ten reasons you might want to buy a predictive dialler

A move to the cloud should be a smooth transition into a seamless contact centre environment. Inform this important decision with insight from IT industry expert OVUM. Check out their recent review of NICE inContact CXone cloud contact centre platform

Gone are the days when contact centre agents are “optimised”. Now it’s all about engagement, and rightly so. In this white paper, readers will learn 5 Must-Have Technologies for Effective WEM, Workforce Engagement Management for Your Agents.

Cloud-based technology offers easier and more cost-effective ways to support multiple customer contact channels. This report independently evaluates the top contact centre in the cloud vendors and how well their offerings meet buyers’ requirements.

Self-service is quickly becoming a need, rather than a nice-to-have. To provide helpful self-service, businesses need a knowledge base with relevant content that can address customers’ questions. This paper shares how to provide effortless customer experiences through contextual self-service.

In this case study QStory shares how their WhyDetector analytic tool transformed the Telesure Group’s contact centre

This white paper uncovers what’s driving hosted workforce management (WFM) uptake, identifying financial, operational and technical considerations. Also providing best-practice procurement tips, it is an invaluable guide to companies currently considering whether or not to invest in hosted WFM.

Voice biometrics is a convenient and secure method of authenticating a speaker’s identity using a few words. In this white paper, readers will learn the advantages, how to effectively build a business case and how to implementation a successful solution.

As consumers expect a rich and consistent experience when they interact with a business, deploying an effective omnichannel strategy is more critical than ever. NewVoiceMedia look at what elements you should consider and what to look for in your solution.

Having the right omnichannel customer service programme in place becomes valuable as consumers transition from mobile devices to in-store experiences. This paper shares steps for executing and delivering an omnichannel strategy, including tips and best practices.

Contact centres support many channels, and consumers have come to expect to be able to communicate with companies any time, anywhere and with any device. This research study compares how businesses say they are doing versus how consumers rate their […]

As a front line of customer engagement, contact centres are a critical function of any business. This study looks at how contact centres can make customer engagement experiential, intuitive, and collaborative for a modern customer in modern times.

How do businesses move away from agents surfing multiple communication and enterprise systems while reducing costs and customer frustration? This paper considers the options available and draws on research which identifies the unified desktop as the essential tool.

This step-by-step guide explains everything you need to know about Net Promoter (NPS). The practical approach offers lots of advice for improving: from How to Calculate, NPS Surveys, and NPS Benchmarks.

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