White Papers

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

By 2020, many companies will be competing on the basis of customer experience (CX) and the contact centre plays an ever-increasing role in this. This eBook walks you through three trends to guide a successful CX strategy.

Research continues to find many brands still aren’t getting customer experience right. This breakdown is seriously thwarting the ability of some businesses to thrive. This white paper looks at how you can improve customer experience through digital transformation and cloud […]

Compliance plus collections; those two words are synonymous with the most successful collection agencies in the industry. This white paper looks at improving collection rates with gamification.

The results are officially in and you can now download our popular annual report that delves into the current state of the contact centre industry.

While today’s forecasting methods are amazing, it’s still not possible to define the perfect forecasting formula that will account for all possible scenarios. In this eBook, you will discover the basics of forecasting and find out what the most common […]

Although the exact numbers vary by source, there’s universal agreement that it costs several times more to acquire a new customer than to retain an existing customer. This White Paper looks at Contact Centre Technology.

MiFID II is being recognized by financial industry analysts, like IHS Markit, as one of the broadest and most costly regulations in history. This White Paper looks at six key areas.

This white paper focuses on behaviours that can help you become a better contact centre leader. It includes a real-life perspective from Jen Jackson, Vice President of Customer Success at Serenova. Use this white paper to foster trust and build […]

The majority of contact centres still manually evaluate just 1-3% of their monthly calls. This brings some significant quality monitoring challenges.

An objective look at the impact of network latency on voice communications. This White Paper looks at latency impacting your business growth.

NICE inContact named a Leader and achieves highest and furthest overall position for ability to execute and completeness of vision in the 2019 Gartner Magic Quadrant for Contact Center as a Service, North America. Download a copy of the Gartner […]

Gamification is the process of applying game mechanics to non-gamified environments such as contact centres. This White Paper looks at Top 10 Gamification Best Practices

In this paper, we describe an eight-step plan to help businesses deploy chat and co-browse well and use them to create unique and truly satisfying online customer experiences.

As you consider a move to the cloud it helps to understand what your peers and colleagues think. That’s why we thought you’d like to see what contact centre professionals had to say in a recent industry survey about transitioning […]

While organizations openly strive to improve the customer experience, just how much emphasis do they place on the experiences and welfare of their frontline staff? In this report, Puzzel share the results of the 7 questions asked about team happiness […]

NICE inContact has been recognized as a Visionary in the new Gartner Magic Quadrant for Contact Center as a Service, Western Europe, with the furthest overall placement for Completeness of Vision in 2019. Download a copy of the Gartner Magic […]

Is your workforce planning running smoothly? Evaluate your service performance and KPIs based on the handy checklist below to see if you’re on track. Discover if you’ve fallen into some bad habits or are missing out on new opportunities. Download […]

The phone is still the consumer’s favourite channel because it is easy to use in all circumstances. It is also criticized for being inaccessible, inflexible and expensive to maintain. This White Paper will help you identify the right questions to […]

Personas are an often-neglected or misunderstood element of customer-centric service design. This guide aims to meet a real need for practical advice and guidance by helping organizations develop effective personas that will enable outstanding customer experiences.

This paper provides 3 smart strategies to fully empower your at-home contact centre workforce, while ensuring security, reliability and performance.

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