White Papers

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

The impact of AI is here to stay. It matters that you are successful and develop a firm foundation to evolve your AI customer service strategy. This white paper looks at how you can introduce AI in your contact centre.

Customer complaints keep people very busy. Organisations have established complex processes, with specialist teams working to tight protocols and guidelines. This may be an effective way to keep customers happy in the short term, but are organisations missing a trick?

Customer care should be a top priority for businesses, but the value of efficient customer service can’t be overstated. This white paper summarises how with Intelligent Virtual Assistants (IVAs) customers receive both a personal and human experience.

Throughout October, Call Centre Helper readers were invited to take part in our annual Contact Centre survey. Over 380 contact centre professionals took part, and we are delighted to share the results with you.

The more you know about your operations, the more you can optimise them. With interaction analytics you can know about your customer interactions with your agents, across all channels. This white paper summarises how you can boost contact centre performance.

Whether you want to replace a legacy contact centre solution or you’re transforming your customer experience strategy, PureCloud by Genesys delivers fast results and helps you deliver next-generation customer experiences.

Large organisations understand that customer experience is now what makes them stand out from the crowd This White Paper includes 10 building blocks to help evolve a social customer care programme and make sure you can handle interactions at scale.

Machine learning is something we encounter daily. While the technology is not new, it is being discussed across many industries. This white paper summarises what machine learning is, how it differs from AI, and what its future role will be.

Everyone says they’re “in the cloud”, but most technology leaders would agree that not all clouds are created equal.

Every organisation wants happy customers and healthy profits to increase their competitive advantage and drive future business growth. This white paper identifies seven major reasons why it pays to invest in cloud technology if you haven’t already done so.

There are so many ways to get pain-free customer service, but what is the fastest path to relief? This white paper looks at how improved knowledge management can enable your contact centre to provide the ultimate customer experience.

A recent study found that senior executives view customer engagement as more important than increasing profit, customer retention, new customer on-boarding and business growth. Read on to find out if your customer engagement operations has room for improvement.

Customers are making purchase decisions not only on product and price, but also on a company’s customer service reputation. This white paper shares the results of a research survey that evaluated consumer purchasing habits as they relate to customer experience.

Banks are often ahead of the pack when it comes to adopting new technology to drive operational efficiencies. Frequently, it’s a case of economics. This white paper includes how the financial industry is betting on RTSA solutions for customer excellence.

Net Promoter score remains the primary method of measuring customer satisfaction. So why do many companies struggle to increase their score and, more importantly, quantify its value? This white paper looks at improving your contact centre Net Promoter Score

To meet the demands of today’s omnichannel contact centre you need to take your quality management programme to the next level. This white paper shares Seven Reasons to Select NICE Quality Central.

In this commissioned study, Forrester Consulting evaluate the shift toward proactive customer communication within a new omnichannel environment and identify the top benefits of proactively communicating with customers: Higher customer satisfaction, increased overall revenue, and increased cost savings.

Read about how technology from Serenova provides agents with the ability to respond to customers in any channel – or pivot seamlessly from one to another as needed to improve the customer experience.

Frost & Sullivan recently surveyed around 500 senior customer experience (CX) executives to understand how enterprises approached CX and whether the Internet of Things (IoT) may impact on their business. This white paper summarises the key findings from the study.

Planning for emergencies such as storms, natural disasters or any disruption is generally part of every comprehensive business plan. This white paper includes how to manage the sudden flood of calls to your business and increase customer satisfaction.