White Papers

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

This eBook is packed full of great ideas to help improve your contact centre’s resource planning, right across the year.

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 ebook will act as your guide to becoming a contact centre that thrives on agent empowerment. By implementing the 7 changes outlined in this ebook, you’ll see improvements across your whole cycle of data.

This Tip Sheet includes a list of benefits that will help you to decide if now is the right time to level up to a cloud call centre.

Amy Scott produced this guide to explain what service design is and how it can help you deliver outstanding customer experiences.

The importance of improving the agent experience is often overlooked. This toolkit will provide you with a framework that you can use to enhance your agent experience while improving the overall effectiveness, and impact of your contact centre.

Download this white paper to learn what AI sentiment analytics is doing today to revolutionize quality management, process, and product improvements, and read on to understand how AI sentiment analytics is just the first of many AI tools that accelerate […]

In this white paper, we look at why a modern contact centre needs a workforce management solution to remain competitive whilst effectively managing costs and maintaining operational efficiency.

This guide explores key findings of self-service automation, including speech technology and cloud-based solutions and much more.

This white paper provides insight and practical suggestions for how to design an effective contact strategy based on modalities (voice, text, video) and engagement options (live assistance, self-service, proactive service).

This eBook covers a spectrum of cloud solutions and services that accelerate time to value and new revenue and unleash the power of great customer experiences

Symec has expanded its portfolio to include telephony, unified communications and connectivity solutions which in turn have created the opportunity for the company to add additional value to existing customers. Discover how Symec increased productivity and call statistics by 15% […]

Two areas are vital to achieving business success that endures over the long term: effective customer experience (CX) and employee engagement.

In this white paper, we’ll discuss the importance of Voice of the Customer (VoC), and how to measure it with data-driven strategies and tools to uncover value and transform CX for bottom-line impact and increased brand loyalty.

This eBook will dispel the myths surrounding cloud contact centres – focusing on smaller operations with 50 or fewer seats.

The guide tackles customer journey mapping. This is a technique that is growing in popularity, not only in the contact centre but also with customer experience, marketing and customer service professionals.

This guide is designed to show you how the engagement data captured and analysed from your call centre can transform your organization’s performance and results.

There are so many ways to get to pain-free customer service, but what is the fastest path to relief? “Knowledge first” would be a sound approach, based on what consumers are saying.

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.

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.

Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox.