Reports, White Papers and Latest Resources

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


Calabrio surveyed 500 contact centre managers and consumers in the UK, US, DACH and the Nordics, to uncover key expectations, misperceptions, and emerging strategies around contact centre experiences. And the results revealed a fundamental truth: Without the human element, no amount of technology can hold a brand experience together.

It’s reported that an eye-watering 97% of consumers say that customer service is crucial to retaining their loyalty.

As a contact centre leader, you may not realise that your agents’ happiness and sense of purpose directly translates to what customers experience from your business.

Enterprises that embrace digital platforms infused with artificial intelligence (AI) and automation can maintain and ultimately exceed customer expectations as they adapt to the new normal and innovate beyond the old ways of working and doing business.

If you’re not already exploring how to use intelligent virtual assistants in your contact centre, you soon will be. The case for enabling customers to complete interactions without speaking to an agent keeps growing.

Customer service and support organizations are the key communication link between a company and its customers.

Customer interactions with vulnerable individuals include a host of valuable intelligence that can be used to drive a more empathetic customer experience, and transform how enterprises operate.

IDC, in conjunction with Sabio, set out to better understand how digital innovation is evolving in the contact centre space. They spoke to five companies with significant contact centre operations in the process of introducing digital innovation.

If you’re like most contact center leaders, you have separate platforms or tools to measure voice, chat and IVR. The owner of each typically monitors and optimizes their respective channel, hoping this improves overall performance.

Customer demand is driving digital adoption, and the financial services sector can be congratulated for leading the way in certain areas of customer experience (CX).

Talkdesk have been named a Leader in the 2022 Gartner Magic Quadrant for CCaaS for the 4th consecutive year.

This report explores how poor mental health of employees is costing UK contact centres almost £1 billion each year, and what you can do about it.

Contact centers have successfully shifted to remote work. But the future for returning to the office remains unclear and fraught with conflict.

Evolving customer expectations, the shift to remote work, and staffing challenges don’t have to slow your business.

Being a contact centre agent has never been more difficult. Digital self-service options haven’t fully relieved the pressure, either. Without additional support, these conversations can be daunting to manage. In some cases, they can even lead to costly complaints or customer churn.

The modern contact center isn’t just a place where agents solve customer problems. It’s a supportive, engaging, and fulfilling operation for delivering personalized, loyalty-building experiences. It’s full of agents who provide service with heart.

Ever-changing customer expectations, talent gaps, low employee morale, and an increased level of competition in the market are some of the primary stumbling blocks to delivering best-in-class customer service.

This guide walks you through how to get more strategic with your data. Connecting systems for a 360-degree view of the customer enables better customer journeys. And it’s a lot easier to connect and exchange data when it’s done on a composable platform.

Knowledge management is the process of continuously creating, optimizing, and extending the content your customers and agents need to make their journeys successful. From search engine queries to chatbot messaging to agent interactions, knowledge is how you ensure your customers get the right answers in the moments that matter most.

Having empathy for your customers and employees is now more important than ever. Despite this there is a real empathy gap between customers and the brands with which they interact, and most businesses are still falling short of demonstrating the empathy customers seek.

Modern contact centres are increasingly moving to cloud-based solutions, with more than 75% making full or partial transitions already. Among these contact centres, cloud-based solutions have proved to be technically flexible, scalable and financially beneficial.

CX leaders recognize the potential of AI to improve the speed, accuracy, and efficiency of customer service and are planning to expand investments in it accordingly.

To create amazing customer experiences and lifelong customers, you need to understand all of the digital touchpoints along their journey. This guide from ContactBabel, is designed to help you do just that.

With continued monitoring and maintenance of your virtual agent, you can increase customer self-service rates and customer satisfaction, as well as reduce interaction handle times and the cost per contact.

Up until very recently, the majority of UK contact centres worked in a traditional, centralised model, with fewer than 4% of agents working remotely at home on a permanent basis. This has all changed thanks to the global pandemic.

How can insurance companies unlock the power of data and derive business value from it without compromising on security?

Your agents aren’t going to ask you for more automated tools, empowered and personalised coaching, and a sense of purpose—because they already expect them to be there.

Customer Experience has explosively emerged as a critical driver for loyalty, competitive differentiation and revenue growth.

As enterprises seek to drive greater value from attended RPA, they face multiple questions ranging from scalability and security to ease of use for the end user.

No two contact center agents are the same. And neither are the soft skills they might need to develop. The good news? Behaviours, business alignment, and resourcefulness are all part of a skillset that can quickly be ingrained in every type of agent, leading to higher engagement, better customer experience, and improved KPIs.

Frost and Sullivan released the Frost Radar Report to help stakeholders identify which companies are advancing the Contact Center as a Service (CCaaS) industry into the future.

Today, contact centres increasingly use artificial intelligence (AI) to improve performance; boost efficiency; and deliver a more individualised, empathetic customer experience at scale. Early AI adopters are now reaping big rewards.

The speech analytics marketplace is an ever-evolving, ever-growing one that can be difficult to track and interpret. However, the process has been made much easier with the release of the Spark Matrix Quadrant report on all leading speech analytics suppliers.

Are your agents ready to manage voice and digital interactions in a digital-first omnichannel environment?

Customer feedback is invaluable data for product development teams. In the past, soliciting this feedback was difficult, and often involved only a small sample of customers.

Do you want to benchmark your contact centre against others and be in with a chance of winning an Ooni Pizza Oven?

No matter the industry or size of the organization, it’s impossible to ignore the massive shifts in employee expectations over just the last two years. Employees are no longer satisfied with the status quo, especially when it comes to typical career trajectories, inflexible work environments, and outdated technology.

Consumers today are more socially aware of products and services, and customer retention is critical to profitability since acquiring a new customer is the most expensive phase of the relationship. The challenge businesses face is how to proactively serve their customer in a mutually satisfactory way, with customers feeling empowered to use self-service tools and programs.

Organisations globally are embedding artificial intelligence (AI) more deeply into their customer journeys and employee experiences, making them more frictionless and data-driven than ever before.

Do you have questions about AI, but you don’t know where to start? By now, you’ll be aware that many contact centers have already infused AI into their customer service tools. But why is it so popular? And what outcomes can be achieved with AI?

Is it time for your contact center to ditch the spreadsheets for a new cloud-native, easy-to-deploy workforce management solution? A workforce management (WFM) solution is essential for the modern contact center. But is it the right time to implement a WFM tool at your contact center? And how do you select the right software? This free ebook can help!

Just as consumers are having more conversations with their smart devices than ever before, forward-thinking businesses are increasingly embracing natural language speech technology in their contact centers. And it’s paying off.

For decades, surveys have been the primary mechanism used to gauge customer satisfaction. And while metrics derived from surveys, such as customer satisfaction (CSAT) scores and net promoter scores (NPS) are useful, they can be imperfect indicators of how your customers actually feel about your company, its service and support, and more.

Learn about the key AI techniques that will drive better outcomes in your contact center. Talkdesk is removing the barriers to AI adoption with a suite of tools designed to help contact centers automate repetitive tasks and free agents to solve complex customer issues.

Disjointed customer journeys result in poor experiences, and those moments of friction can affect every aspect of your business. But your data can save the day — if you know how to use it.

Up until very recently, the majority of UK contact centres worked in a traditional, centralised model, with fewer than 4% of agents working remotely at home on a permanent basis. This has all changed thanks to the global pandemic. In 2021, 89% of businesses were using remote working with a further 4% testing it.

For organizations that require frequent and direct communication with their customer bases, contact centers are a must—as is assuring that their contact centers provide a polished, optimized customer experience.

As a contact center leader, you need to define a successful CX program, rally your agents around it, and measure its success.

Accelerate ‘22 is the fastest way to access resources including updates on our product roadmap, executive perspective with thought leadership sessions, tips and tricks to get the most out of your investment, success stories, use cases, company announcements and more!

With the economic effects of the pandemic still being felt, and the cost of living crisis kicking in, it’s inevitable that contact centres will be forced to field more calls from angry, emotional and distressed customers.

Contact centre leaders have long been aware of the benefits of treating customers as individuals. Today personalised customer services are more achievable than ever thanks to technology; making sure the right products and services are offered to clients in the right way to maximise satisfaction and reduce customer/product mismatches.

Coaching and performance management should be personalised and tailored to the individual, but with large, distributed teams, how do your contact centre managers and supervisors become more effective coaches at scale?

Attract and keep your ideal workforce, including the latest generations, by offering captivating employee experiences. Keep your teams highly engaged and ensure they have a fulfilling work-life balance —while still achieving your business goals.

Post-pandemic, organisations need to understand exactly what consumers are looking for from customer service interactions.

Today’s contact centres face a unique and evolving set of challenges. With the right software solution, you can turn those challenges into organisational strengths.

Knowing what customers feel and think is clearly a vital tool for businesses looking to improve their service experience, and feedback is the vital metric for brands when assessing the quality of their CX provision.

Customer interaction analytics solutions offer huge opportunities to gain business insight, improve operational efficiency and develop agent performance. Like most contact center applications, analytics can be used to cut costs, but its promise goes far beyond this.

Contact centres have become a mixing pot of old and new pain points. Hybrid work, agent satisfaction, mental health and vulnerability awareness alongside the well-known concerns of agent engagement and turnover.

There are many reasons to migrate contact centers to the cloud, such as achieving scale, optimizing cost and the introduction of new capabilities, such as those of speed, control, accessibility and security. Building a plan that identifies the required steps helps ensure that your project goals are met on time and on budget.

Employees in all industries expect flexibility in their work schedules. And it’s especially important in call centres — where the competition for talent is fierce. Create an empathetic work environment that keeps employees happy and attrition in check.

Each year Forrester analysts look at the latest challenges faced by customer service professionals, and highlight opportunities to capitalise on the most immediate, important trends they see developing within the marketplace.

Effortless CX is the new paradigm and it all begins in the contact center. Help your organization drive brand loyalty and increase operational efficiency with AI-powered CX.

The Great Resignation, triggered by employees re-evaluating their priorities because of the Covid-19 pandemic, is causing disruption across most, if not all, industries. A study by Microsoft found that 41 per cent of the global workforce is considering leaving their jobs.

The pandemic triggered an unprecedented demand for customer service, with both contact centres and digital channels seeing rapid growth.

The business landscape is evolving at a dizzying pace. Digital transformation, changing customer expectations and the dramatic rise of remote work across industries are just a few major trends fundamentally changing how organizations operate.

Every call you receive is a font of information about how your business really functions and how well it empowers staff to interact with customers.

The 19th annual edition of the UK Contact Centre Decision-Makers’ Guide is the largest study of its kind, based on interviews with over 200 UK contact centres.

According to a recent survey, 90% of respondents consider training and upskilling an important feature in prospective employers. That number increases to 97% for employees in the tech industry. An additional 56% of workers want to see their employers offer more training and career development programmes in 2022.

Keeping employees engaged has become a big challenge for call centres. When most agents moved to remote work in 2020, it tested the limits of existing technology. It also broke the sense of community that kept teams unified and motivated.

With billions of data points measuring connectivity and quality of global telecoms networks, Spearline can derive unique insights into the performance of networks worldwide.

Gen Z consumers present a significant opportunity for companies to build lasting, profitable relationships–provided their distinct expectations for service are met. This research report, based on a global survey of over 5,500 consumers, explores what Gen Z consumers want out of interactions with companies, and the implications on investments that will need to be made in customer service and support.

With the recent increased use of digital channels, interactions have multiplied and customer journeys have fractured, making it extremely hard to properly comprehend the omnichannel experience, let alone improve it.

We all want a positive customer experience in our contact centres. Often, this can only be achieved when your staff are motivated, engaged, and experience the work-life balance they require. Companies are seeing the importance of the overall wellbeing of their staff at all levels – and there’s no one-size-fits-all approach.

When you’re ready to add digital channels to your customer engagement, web messaging is a great place to start. It’s easy to deploy and customise. And you don’t need to call on IT for much help. Best of all, it gives customers the control they want and expect – with 24/7 access to your business.

What are the top 5 technology trends in 2022? Find out in this new research report!

Today’s market offers a number of challenges to collection organizations, whether they are first-party collections departments, third-party agencies or collection law firms. The industry has seen continued economic weakness, increasing competition and consolidation, as well as a growing regulatory burden and often-changing legal requirements.

Whether it is on the telephone or digital channels, most consumers expect to receive rapid responses. Moreover, their idea of rapid is shrinking. Our research found that 90% of consumers demand an ‘immediate’ response to their question. Significantly, for 60% of people, this means under 10 minutes.

Managing a team with members from different generations can be challenging if you don’t first understand what motivates each group, how to communicate with them, and how to train them to bring out their best performance.

It’s easy to get lost in all the data that comes with contact center management, but there’s a way to easily identify, track, and analyze the metrics that reflect how your contact center contributes to the business strategy.

This is DMG’s special report on The State of Artificial Intelligence in the Contact Center. This Report concentrates on the potential and practical applications of artificial intelligence (AI) in contact centers.