White Papers

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

Struggling to quantify the cost of failure outside of your control? How to cut costs and raise your corporate status regardless of organisational silos and technology? Bright shares how text analytics can be a game changer for our entire industry.

When your employees can create their own journey of engagement, improved customer service creates itself. This e-book provides an essential guide to an employee’s journey with your organization.

New Contact Centre practices must pivot around embedding quality customer experience into the fabric of their operations. This eBook will help you deliver a winning customer experience by covering; eContact Centre, Contact Centre success and Managing Omnichannel eContact Centre.

Business Need: Deliver continuous improvement in operational performance, contract management and customer satisfaction while reducing complaint calls In this case study Nexidia shares how Soha Housing uses Nexidia AudioFinder in their contact centre.

Having real-time visibility is crucial in the contact centre, yet only 8% of organisations have it. This report provides insight into how adding Real Time Visibility in your contact centre can help improve agent morale and the overall customer experience.

Having grown rapidly since conception, First Utility were experiencing issues with regard to the scalability, stability and functionality of their previous contact centre platform. In this case study Serenova explain how they implemented new solutions within the contact centre.

Next generation Intelligent Assistance (IA) promises to transform customer uptake of self-service. In this report, Puzzel explains how you can keep up with the evolution of customer service.

This paper outlines 8 key features that you should look for when considering investing in a field-service mobile app. These features will boost the efficiency of your workforce while simultaneously empowering them to deliver a better customer experience.

Many call centres use multi-channel analytics solutions to mine unstructured data, identify patterns in customer behavior, and visually represent customer sentiment. This whitepaper examines the use-case potential of a well-tuned multi-channel analytics solution.

Nuffield Health were looking for a scalable, compliant and reliable system that would perform across the business. In this case study Serenova explains how Nuffield Health were able to take back control of their customer experience.

To maintain your competitive advantage, you need solutions that enable and engage your employees as effectively as they drive your operational performance. This e-book shares how to engage your workforce, with a tool that drives employee empowerment, visibility and accountability.

The EU’s New Directive for the Protection of Personal Data will change how all organisations manage information. Pindrop shares insight into how Contact Centres are ideal targets while providing their recommended multi-layer approach to security.

Genesys | Interactive Intelligence provide commentary on the latest trends in Contact Centre technology, detailing how they are redefining the Customer Experience.

How do you bring together employees, customers and corporate demands to run the contact centre in an efficient and engaging way? This White Paper shows Business Systems latest survey results and how Workforce Management can help.

Business Systems have partnered with The Forum and Chris Rainsforth, Senior Customer Contact Specialist, to find out how UK contact centres are using Quality Monitoring in 2016 and whether it’s gaining momentum as an integral part of contact centre strategy.

This Paper looks at how a combination of the insight provided by Interaction Analytics and smart coaching can feed the psychology of competence and create a culture of self-evaluation and improvement to enhance agent, call centre and business performance.

This report shares new analysis on the impact that language has on the customer experience and the rising demand for multilingual service in non-voice channels such as chat and social media.

The challenge To support the Bank’s corporate customers in the EMEA region, the Bank offers them expert outsourced call centre services via its UK-based Client Service Centre.

Offering a proactive service is the third strand in having an optimised service strategy, taking its place alongside assisted service and self-service. In this white paper Puzzel explain how you can design an effective proactive service strategy.

If your contact centre is taking card payments, you need to comply with PCI DSS. It’s not an option. It’s mandatory. This whitepaper provides insight into how you can achieve and maintain compliance using IP Integration’s Secure Payment On-Demand solution.