Reports, White Papers and Latest Resources

Contact centres are often plagued by disgruntled and demoralised agents. It’s an industry blighted by absenteeism and high attrition rates. But it doesn’t have to be this way. This white paper explores how contact centres can finally become employers of choice, by engaging, empowering and enabling their staff.

Almost every contact centre is under constant pressure to perform within tight budget constraints, with many even expected to “do more with less” year on year. But with the contact centre facing increased demand from customers as they struggle with the cost-of-living crisis and more, this is just not sustainable. That’s why it’s so important for contact centre leaders to proactively look for opportunities to simplify and automate time-consuming tasks to help ease the strain – and make sure they aren’t being left behind when it comes to the latest technological advancements in the industry. Don’t know where to start? Watch our latest webinar to hear top tips and advice on how to get started with simplifying and automating the contact centre – without compromising on quality of service.

Measuring call center Quality Assurance is necessary to improve NPS call center metrics and other customer-driven experience analytics that directly correlate with revenue growth.

Customer experience (CX) leaders have weathered an unfair share of change since the start of the decade, including a sudden and unyielding demand for optimized voice and digital engagement, a talent shortage of epic proportions, and competitive disruption from players many never saw coming.

Safeguarding measures at businesses have taken hold due to economic pressures. Yet contact centers can do more with less without paying the high price of unhappy, disengaged employees.

An increasing number of organizations are recognizing the impact of their frontline employees’ experience on the customer experience and are modernizing their approach to one that is human-focused and employee-centric.

When your employees need to be productive from anywhere, professional headsets make the difference between real connection and wasted time.

The long wait is over! Forrester has published its ranking of 11 software solution providers in the conversation intelligence space, specifically for customer service.

Higher call volumes, more complex requests and overburdened employees are driving more BPOs toward digital transformation. But just what does that mean—and how can outsourced service providers ensure their digital initiatives are making the right kind of impact?

AI and automation are on the tip of everyone’s tongue, but how do these technologies actually help make your contact center more efficient?

DMG assesses the state of the market today for workforce optimization and workforce engagement management solutions, including trends, challenges, and projections. WEM solutions with AI capabilities transform CX by providing many of the automation, engagement, analytics, and optimization capabilities that businesses need in order to deliver outstanding and customized customer experiences.

Are you greenlighting an upgrade to your current contact center technology and looking for a solution that offers an amazing customer experience to improve satisfaction, drive sales, and boost loyalty?

When it comes to business communications, cloud technology is replacing legacy, on-premises communications platforms one by one. Small businesses and multinational organizations alike are benefiting from the rapid innovation and lower IT overhead achieved via the cloud.

Call centers are essential to everything from building brand loyalty to improving efficiency and productivity and facilitating growth.

Over the past 20 years, US regulators have brought in a number of regulations to control and limit nuisance calls made by predictive and automatic dialers. During this time, market circumstances have changed dramatically. This paper considers how existing legislation might evolve, to better serve both customers and the outbound industry, in today’s markets. This analysis also constitutes a predictive dialing best practice strategy for Sytel’s customers in the US.

This guide is explains how (re)building trust starts with providing an excellent customer service that meets the needs of residents.

Discover a transformative journey like no other with this comprehensive eBook from Talkdesk.

Are you taking care of all the elements of the forecast? Are Planning and Operations teams working together for success? Are you delivering efficient schedules? Do you focus on Employee Engagement?

This Workforce Management Platform Request for Proposal Template is editable and allows companies to collect information on Demand Forecasting and Capacity Planning, Scheduling, Realtime Management, Reporting, API, Integrations, Configuration and End user access.

Understanding how to get started and choosing the right conversational AI and automation solution can be a daunting task. Contact center leaders are challenged to see beyond the buzzwords and hype to the practical, yet sophisticated advances in conversational AI that can help them transform their operations with automation.

In light of sustained competitive pressures and demanding customer and employee expectations, CIOs and CFOs are increasingly scrutinising their organisation’s infrastructure investments.

We live in a hyper-connected world in which employees and customers communicate from any location, through any channel. And customers expect effortless resolution to their issues.

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.

Interaction Analytics has become a critical technology in helping brands unveil insights that are core to improving both advisor and customer experiences.

This eBook is designed for contact center management teams who are striving to create a more positive, efficient, and productive work environment, are focused on improving customer service and are ready to ramp up their internal Quality Assessment process.

This eBook provides a deep dive into the top seven trends that will affect contact centers in 2023 and the role that workforce management plays in rising to the opportunities and challenges.

In March and April of 2023, Assembled surveyed hundreds of WFM and customer support professionals across more than a dozen industries to ask them about their benchmarks, challenges, and priorities both now and in the year ahead.

The advent of generative AI marks a dramatic leap forward in the realm of automation. Application leaders responsible for customer service should partner with technology vendors to evaluate and adopt the generative AI product innovations that deliver the most value in the near term.

Enterprise contact centers are keen to access the benefits offered by the cloud. But choosing CCaaS that delivers performance at scale is not easy.

Traditional WFM methods of forecasting and scheduling are based on outdated paradigms from phone calls. Meet the digital reality of today with NICE True to Interval (TTI) analytics, which take into account asynchronous, periodic interactions for more accurate contact center staffing.

Your people are the heartbeat of your business, care for them and they will better serve your customers. Supporting the wellbeing of your employees is now an obligation - not just a ‘nice to have’.

A call center is a dynamic organization - always growing, always improving - for the benefit of the brand. The people who take on this important work should be trained - and recognized - to further the organization. Gap analysis employed by managers is the best route for call center agents to improve their own performance and, ultimately, grow the business.

An effective forecast for an operations team is like having a healthy heart. Your forecast takes in data and pumps out information and guidance for your scheduling and service level management functions. Everything is predicated on getting the forecast right.

Forrester were asked to evaluate the transformational potential of conversation intelligence software in the contact center. Forrester conducted an online survey, commissioned by Uniphore, of 317 customer service strategy decision-makers at organizations in North America and Europe to explore this topic.

The customer experience equation involves more complexity than ever before, from omnichannel challenges to the pace of change faced by customers and the issues with which they need assistance. In contact centres, call volumes are up, attrition is at an all-time high and artificial intelligence solutions have often fallen below the expectations of leaders who implemented them. Contact centre leaders who invest in the right areas, from agents to technology and specific artificial intelligence solutions, can get ahead and offer increased customer satisfaction, while reducing costs and keeping agents happier and more productive no matter where they’re working from.

The CX outsourcing industry continues to undergo tremendous change. Keeping up with what’s new and what’s evolving can be a challenging endeavor. But one thing that doesn’t change is the importance of establishing strong relationships with providers and maintaining a shared focus on the customer experience.

The impact of our experiences, both positive and negative, can shape our opinions and relationships for a long time. Customers will remember how a brand made them feel far longer than just the deals and offers they provided.

Interaction analytics enables organisations to surface actionable insights across 100% of their recorded interactions, to identify and quantify issues to improve advisor and customer experience.

When you need to reach out, the phone may still be best. But in many territories, it’s not easy: No more than 20% of calls to consumers may be answered.

The advanced capabilities of speech analytics and associated use cases are making organisations wake up to the value held in their call recordings. However, despite the potentially game changing ability to tap into the rich insights from the analysis of audio data at scale, challenges remain.

Conversation automation solutions enable sales and marketing teams to automatically engage, qualify, nurture and schedule meetings with leads by using AI-powered virtual assistants and chatbots.

The degree to which contact centers will be impacted by looming recessionary pressures and ongoing labor shortages is yet to be fully known. However, it’s safe to predict that contact center leaders will be forced to do more with less—less financial flexibility, less talent, and less room for error.

Customer expectations have heightened in the wake of rising living costs, with many organisations missing the opportunity to provide personalised, proactive support to those who need it.

Quality management processes identify and address factors impacting contact center and BPO metrics such as customer satisfaction and retention. But chances are, the experience driving your QM process is diminishing its impact.

The “UK Contact Centre Decision-Makers’ Guide (2023 – 20th edition)” is a major annual report studying the performance, operations, technology and HR aspects of UK contact centre operations.

What is customer experience (CX)? It is the perception that your customers form of your organization from the interactions they have throughout their journey with you. Think about companies that have given you a great customer experience and how you recommend them to your friends.

Today, customers have seemingly endless options to contact businesses and get their questions answered.

This eBook provides tangible ways to implement Quality Assurance (QA) guidelines, in the call center for more satisfied customers and improved operations.

It’s hard to keep up with all the current challenges and changes in CX, so Genesys and Kerv have provided this easy to use guide, which expertly takes you through the right questions to ask and how to evaluate responses, in order to get the contact centre that fits your organisation and achieves your goals.

Agents in the banking, financial services, and insurance (BFSI) sector have an especially challenging role, and in times of economic downturn and increasing competitive pressure, delivering an exceptional customer experience and meeting various metrics (especially CSAT) is critical for organizational success.

This webinar shares more about how to break the chains of traditional Workforce Management (WFM) practices – with tips and tricks to optimise your forecasting, scheduling, and intraday management.

Consumers have grown accustomed to exceptional experiences. They want to be heard, seen and helped. And they expect great service that’s infused with empathy.

For financial services providers, the CX game has changed.

When you're tracking KPIs and sending out customer surveys, it's easy to feel like you know what your customers think. Why not enrich your perspective with UK data from 2000 consumers, accompanied by insights and commentary from independent contact centre decision makers.

The speech analytics vendor marketplace is an ever-evolving, ever-growing one that can be difficult to track and interpret.

With a marked increase in consumer debt in recent years, the pressure (and increased scrutiny) is on debt collection organizations and their employees to deliver.

In this white paper EvaluAgent look at the role of regulatory compliance in the financial services sector, and specifically how the Financial Conduct Authority’s regulatory frameworks such as Treating Customers Fairly (TCF) and how the new Consumer Duty regime will impact compliance from a customer service perspective.

What channels does your brand use to connect with customers? Phone? Chat? Email?

Contact centre as a service (CCaaS) solutions enable organisations with key capabilities to maximise agent efficiency, provide a competitive advantage through exceptional customers experiences, and deliver new business efficiencies through AI-powered self-service.

Curious about the role of artificial intelligence (AI) in contact centers? Is all the hype surrounding AI genuine or just a buzzword? This ebook guides you through the myths and ethics of AI in contact centers, separating facts from fiction and exploring the ethical concerns of using bots in customer service.

Do you want to benchmark your contact centre against others and be in with a chance of winning a Ninja Foodi Air Fryer?

The days of rigid adherence to a 9-5 working day are long gone. But this brave new world comes at a price. Offices are places where we chat and gossip, make friendships, build teams, enjoy lunches out and after-work drinks. They are also the ideal spaces for spontaneous meetings, overheard insights or ad hoc brainstorming sessions.

Quality assurance and monitoring are essential tools for contact center management, but, most organisations have a large disparity between the number of QA analysts and contact centre agents.

This webinar shares top training tips from the experts, as well as how the latest tech can help ensure that your agents are treating vulnerable customers fairly, every time.

Call centers today are faced with challenges that demand both immediate and long-term attention in order to improve results for customers.

We’re at the beginning of a massive shift in how brands will deliver customer service. The large language models behind ChatGPT and other generative AI systems are going to be like rocket fuel for the contact center.

Bots do more than automate self-service. When used strategically, chatbots elevate the customer experience (CX) and provide measurable gains for your business. And by taking on mundane, repetitive tasks, bots give your employees more time to focus on higher value conversations.

Robotic process automation (RPA), also known as unattended automation, has been widely embraced on a global scale in sectors as varied as telecom, financial services, government, and retail. Automating repetitive or routine tasks is now a common solution for streamlining and optimizing back-office business processes.

Ensuring continued customer satisfaction and cost-efficiency is a delicate balance, and companies with intelligent CX programs in place are succeeding in delivering on this promise. Using intelligent CX programs to develop internal capabilities that enable businesses to provide seamless assisted and self-service experiences, and equipping their employees with relevant tools to maximize employee productivity and employee engagement, all leads to better CX outcomes. Consequently, business leaders with intelligent CX capabilities boast greater operational success and reduce operational costs without compromising customer satisfaction.

From contact centre phone calls to text-based communications that take place between your customers and your employees, these conversations are ripe with intelligence and business value just waiting to be uncovered.

Today’s customers are increasingly intolerant of waiting in queues, while contact center agents are overwhelmed with extremely high call volumes.

The past three years have forever changed the way customers interact with brands. And retail was one of the sectors impacted the most.

If you’re a Team Leader, this playbook is designed to help you. EvaluAgent has worked closely with the UK’s leading contact centres to identify the most common challenges facing today’s Team Leaders, allowing us to guide you in truly supporting your team whilst delivering tangible value to the rest of the business.

As the world continues to connect, innovate, and grow, the need for bridges, is paramount in the CX world as companies communicate, or attempt to communicate, with their customers.

Contact centers have had a disruptive ride over the last few years. Understaffed shifts, pandemic restrictions, urgent and often messy digital transformations to the cloud, frustrated customers weary of supply chain and service disruptions, overworked agents saddled with handling sales and revenue generation — contact centers have been stretched to the max.

This eBook is designed for contact center managers who want to improve the efficiency and effectiveness of their quality operation.

Centrical surveyed 500+ operations leaders across industries and the globe to get their thoughts on the state of workforce engagement in 2023.

This webinar had actionable advice from our industry experts, so you can give your performance strategy a much-needed spring clean.

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. And, as the competitive advantages of AI expand, adoption is accelerating.

As companies look to self-service automation in hopes of both reducing cost and enhancing customer service, their customers are faced with a growing number of opportunities to interact with virtual agents and chatbots. In some cases, these experiences are positive. In far too many others, poor design can lead to experiences that are negative or even downright frustrating.