Reports, White Papers and Latest Resources

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


The pressure is on for brands to create a customer experience (CX) that feels personal and consistent, regardless of the channels through which their customers choose to shop.

Automation and AI are widely talked about in customer experience. That’s because they’re radically transforming businesses every day.

Successful organizations understand the criticality of migrating their contact center to the cloud, and they have figured out their perfect strategy for doing so.

Demand for CCaaS solutions is moving upmarket and Talkdesk has again been named a Leader in the 2021 Gartner Magic Quadrant for CCaaS.

The Covid-19 pandemic has changed the way brands interact with consumers and the shift to digital has accelerated significantly.

When digital strategies and self-service fall short, customers reach out to the contact centre. Product issues, billing questions, quality complaints – your contact centre is the heart of CX.

Looking for ways to improve the agent experience in your hybrid workforce? We’ve got 9 tips to keep everyone in your contact center engaged and happy.

Knowledge management (KM) means different things to different people. To contact centre and helpdesk managers, KM usually means providing agents with a problem resolution tool, which could be anything from a simple answer database to a sophisticated guided help system.

The seismic changes the world is going through are clearly going to have a significant influence on how businesses conduct their relationships with customers and employees in 2022.

It's true that happy employees make happy customers.

The world around us has changed a lot since the COVID-19 pandemic. The customer experience has been completely redefined, and although many services have become “touchless” in our post-pandemic world, touchless does not mean “contactless”.

Millennials make up a large portion of today’s call centers. Learn how you can leverage their strengths and motivate them to provide top-notch service.

As the travel industry seeks to promote a more futureproof model, the importance of customer experience (CX) in tourism has never been higher.

Agents across contact centers worldwide are working remotely now more than ever before and don’t have in-person support.

HomeServe is an international home repairs and improvements business that provides residents with access to tradespeople and technology to help them run their homes more easily. The company’s vision is to be the world’s largest and most trusted provider of these services with the customer at the heart of everything they do.

When looking at how your organisation can gain real value from speech and text analytics, the first step is to consider why you want it? What is the business case or business driver and strategy that leads to the business case?

With the recent increased use of digital channels, interactions have multiplied and customer journeys have fractured, making it extremely hard to properly comprehend the omnichannel experience, let alone improve it.

At their very best, personalised experiences combine business insights, human empathy, and technological innovation. They allow brands to recognise and serve their customers more efficiently, while creating loyalty and trust—and additional revenue.

Contact center technology planning doesn’t have to be full of twists and turns. Yet, organizations who want to take advantage of the flexibility and scalability of the cloud often find it difficult to define a clear migration path to get there.

There is a widespread perception that contact centres can be a demanding environment to work in, particularly for agents. This has a knock-on effect on recruitment, with recent UK research confirming that “Entry level roles such as customer service agents and claims handlers are the most difficult roles to fill”.

A workforce, whether traditional, remote, or hybrid, is full of potential. Reaching that potential and sustaining it successfully, for example in the contact center, means understanding the challenges it presents.

Technology strategy is critical in today’s digital age; without proper preparation and a thoughtful implementation strategy, companies are blindly instituting systems without a clear metric for sustained success.

The effective integration of channels into one seamless conversation will be a major differentiator for customer-centric businesses. Customers increasingly expect that the best service they have experienced elsewhere translates into the service they should receive from all companies, and a lesser experience will impact brand value.

Deploying the technology of everyday chatbots can work wonders for your contact centre agents and customers. In 2020, the use of chatbots skyrocketed as call volumes soared during the global pandemic and leaders turned to this technology to help their customers and agents.

This Talkdesk eBook will equip you with tools and strategies to transform your contact centre from a ‘cost centre’ to a growth centre.

Speech analytics is not new, it has been with us for many years in various formats and used in different scenarios. Many businesses are just scratching the surface of speech analytics’ capabilities and the value it can give to their organisation.

Smartphones and smart speakers have raised the bar for conversational experiences, and many consumers now expect equally engaging self-service from their bank.

This year, as employers and employees navigate a work environment that is anything but “business as usual,” leaders in every area are discovering more questions than clear answers. And the contact center is no exception.

Customer expectations are forcing organizations to evaluate the way they provide service and customer care. Today’s customers demand a consistent experience regardless of location or device and expect organizations they do business with to be responsive and effective.

To help organizations navigate the transition to hybrid working, this report unpacks the findings from a study of more than 5000 knowledge workers in five key countries around the world.

Vulnerable customers are at a greater risk of harm due to financial, health or capability constraints. It is vital that every contact centre knows how to identify vulnerable customers and tailor services accordingly to minimise the risk of harm.

Today’s customers prefer to help themselves and it's important to make it easy for them.

Self-service has emerged as a key contact center strategy — both in terms of improving customer experience and reducing cost in the contact center. Yet the delivery of self-service still hasn’t lived up to the promise.

The Inner Circle Guide to Omnichannel is one of the series of ContactBabel reports. They are a series of analyst reports investigating key customer contact solutions and business issues.

Do your callers reach a self-service system powered by interactive voice response, or IVR? If so, you probably know there’s much more powerful technology out there that can provide a better customer experience.

Contact center agents are challenged with an overwhelming number of tools and applications to manage while trying to maintain a consistently positive customer experience outcome. Agents struggling with a complex desktop setup can lead to frustrated customers, regulatory fines, increased operational costs, and employee dissatisfaction.

Video and screen-sharing technology has been around for years. However, in 2020, its use exploded as it kept us connected not only to friends, family, and colleagues, but also to customers.

In this white paper, you will be introduced to Spearline’s research on the impact of degraded audio quality on the success of voice-bot applications.

In their regular interactions with customers, customer service representatives have a lucrative opportunity to engage them in cross-sell and upsell conversations!

What did we do when Coronavirus hit in 2020? Wash our hands? Sure. Stock up on toilet paper? Who could forget. Stay indoors? Absolutely. But we also lived our lives online. In the UK alone, the amount of data used online doubled compared with the year before.

Employee engagement is critical to meeting and exceeding organizational goals in customer experience.

Rapid, transformative change swept the contact center over the last two years: the acceleration of flexible work models and cloud-powered operations, along with the overall surging investment in technologies that enable the agility to respond to whatever comes next.

The events of 2020 profoundly changed the way we live, the way we work and the way we do business. Contact centres and customer support teams often were on the front lines, rising to the occasion despite the pressures of sudden remote work requirements, rapid technology changes and sensitive customer scenarios.

Contact centres have a wealth of data about what customers are thinking and feeling and where pain points exist, but it can take weeks or months to uncover and act on trends that adversely affect the business.

Contact center managers realize that hybrid work environments are the new reality for post-pandemic life. Now more than ever, it’s crucial for agents to feel supported, whether they are working from home or the office.

Gamification has been embraced by companies in virtually every industry for its effectiveness at enhancing employee satisfaction, and for making learning and improving performance more fun. By doing so, it also elevates the customer experience and builds loyalty.

From feedback to complaints to questions, contact centres are the hub of customer communications for your organisation. Even though you could probably identify hundreds, or even thousands of reasons why customers might reach out, there are 14 basic contact drivers that fall under four main categories.

More than ever, customer experience (CX) is shaping the competitive landscape and providing a significant advantage for organizations that make it the cornerstone of their business strategies. Most organizations, however, struggle to consistently deliver great experiences.

In a survey from Contact Centre Pipeline, leaders across all sectors cited agent turnover as their No. 1 challenge.

You’ve been flooded with commentary and insights regarding “digital transformation.” Every analyst and publication that covers your market has affirmed the “go digital or die” mantra in some form.

Guided by exclusive research, this study begins by exploring how companies responded to the events of 2020. It subsequently uncovers the biggest contact center technology mistakes and challenges, before providing insight into how companies plan to reprioritize their investments moving forward.

This era of instant, anywhere, anyplace interactions can make or break the customer relationship, and contact centres play an increasingly crucial role – a missed interaction can mean the loss of a customer because competitor information is also instant, anywhere, anyplace.

With digital transformation, the increased use of automation and AI, it's easy to overlook the impact they can have on the CX world’s #1 asset – your people.

With over 27 years of experience and more than 500 people employed between its multiple offices, the BPO conducts first-party and third-party collections on behalf of a variety of industries, including retail, education, financial services, healthcare, telecommunications, and utilities.

As contact centers embrace long-term hybrid environments, they are discovering that a cloud-based WEM solution brings their hybrid teams to life.

When your teams have conversations with customers, they close more deals, secure more payments, fix problems and create more trust.

Utilities have had to change how they typically interact with their customers and the contact centre now plays a vital role in delivering accuracy and seamless service.

The insights created by real-time conversation analytics provides a deeper understanding of customers, employees, and the overall status of the business.

The reality of the remote contact centre — agents working from home offices, kitchen tables, bedrooms and basements — took shape quickly in 2020. Contact centres were among the first remote work models to be spun up, because that was the lifeline for that connected customers with brands.

2021 has been a challenging year. Across the industry, contact centres are setting up new working models and facing fresh people, process and technology challenges, as well as those stubborn old issues.

The virtual assistant of BNP Paribas Personal Finance Spain (better known as Cetelem) presents incredible results, handling four out of ten inquiries and with a success rate of 91%.

Once Quality Management was the mainstay of contact centre operations, when all contact was human-to-human and involved dealing with inquiries or transactions with a broad spectrum of complexity.

Sharing information internally – and sharing the right information – increases your effectiveness in getting closer to your customers.

This 2021 edition of CX Network’s Contact Centres report series presents exclusive insights from an elite research panel of contact centre leaders on the opportunities, hurdles and spend priorities ahead.

Customer service agents are the core of contact center success. When agents perform well, customers are happier, and the business generates more revenue.

This step-by-step change management guide will help you combine the physical with the digital customer journey and harness enormous insights in the process, leading your contact centre into the future.

The Post Office Ltd. deployed Nuance Live Assist and Nuance Virtual Assistant in just six months, with Nuance Call Steering coming only three months later, and, started seeing results almost immediately.

Quality management programs powered by artificial intelligence enable contact centers to deliver great customer experience. But how can you get started with transformational CX initiatives, especially when you’re starting with a manual quality program?

Discover free insights from MaxContact into what customers really think of key UK service industries and the customer service they receive on a daily basis.

This guide highlights points of view from well-established, independent research firms with expertise in the contact center market.

Early speech-to-text (STT) products were slow, inaccurate, and expensive. Recent breakthroughs in machine learning and artificial intelligence (AI) have vastly improved STT accuracy and speed while other advancements have decreased implementation effort and cost.

Workforce Engagement Management is powerful in improving agent engagement and agility in your contact center. Now more than ever before, contact center leaders are searching for ways to integrate these characteristics into the core of their contact center, both operationally and culturally.

Organisations today collect huge amounts of data: about their customers, about their staff, about their industry, about their processes, about their hardware and software, web traffic, and so on. A small amount of this is business-critical data, roughly estimated to be about 12 per cent, which is used to keep the organisation running smoothly.

Written for leaders responsible for selecting and deploying customer service and support (CSS) solutions, this report defines how hyped and/or how mature each technology is and the potential value it could provide to your organisation.

For contact center leaders, the pressures to maintain service levels and drive efficiency, while dealing with high turnover, remain constant.

When the contact centre is isolated from the rest of your business, you are held back from providing the best customer experience possible because your agents feel disconnected. Given that agents are crucial to customer engagement, they must be aligned with the company to perform well.

As automated speech recognition (ASR) technology became more affordable, powerful and reliable in recent years, it has transformed how customers and organizations can interact, drastically improving contact center operations and customer service.

Customer journeys begin with web search, and long before they initiate contact with an agent, they’re self-serving their needs and crawling the web and your digital—and physical—channels. If they do reach out for support, it’s on any channel, at any point of their journey. And, they’re measuring their experience with your company against the best they’ve had.

CX and IT leaders are facing significant and transformative challenges as they navigate a drastically changed workplace. At the same time, customers are interacting differently.

The first step to providing excellent customer service and CX is to hire the right people for the job. This is an important part of a team leader’s responsibilities. Finding the right contact center agents can be challenging. By asking the right questions, you can gather valuable information about each candidate, allowing you to build a strong customer service team.