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.
Training teams on the importance of business process mapping, and how to do it, can be daunting. Process mapping can be a dry topic, and it may be a challenge to make it more interesting. But using a process training game not only engages people, it's also a powerful tool to get your point across effectively.
Inside, this Customer Success Book you’ll find real-world success stories from businesses that have embraced The New CX—transforming contact centres, integrating AI, empowering agents, and delivering seamless, intelligent experiences that deliver more for customers.
Average Handle Time is a tricky beast. Cut it too aggressively and you risk burning out your agents, cheating the numbers, or wrecking your CX. But ignore it, and you’re leaving huge efficiency gains on the table.
MaxContact’s latest report, based on a survey of 100 BPO industry leaders, breaks down how UK BPOs are navigating 2025 — and what the smartest operators are doing differently.
AI leadership in CX demands flexibility. The AI market evolves rapidly and it is vital you have a partner that allows you to get the most out of your AI investment. Failure to realize your AI potential will allow competitors to gain huge efficiencies for agents and customers, and surge ahead in the market.
CX leaders, let’s face it—happy agents mean happy customers. But legacy systems and fragmented workflows? They’re kryptonite to your CX strategy. Employee burnout skyrockets, churn snowballs, and costs soar. The reality is when you invest in the right tools, you empower your agents to excel, boost productivity, and create seamless customer experiences.
After a year of cost-cutting and compromises in 2024, customer support leaders are entering 2025 with a renewed focus on delivering quality at scale. Balancing growth with customer satisfaction, harnessing the promise of AI, and tackling workforce complexities are shaping the road ahead.
Your customers expect every interaction to feel seamless and personalised — part of a cohesive experience that reflects their preferences, behaviors and goals. Yet many organisations struggle to connect the dots, as data silos and channel-focused measurement leave critical gaps in understanding.
In a time of economic uncertainty and continued rising living costs, UK consumers are navigating a changing digital landscape. While workplace technology adoption has accelerated, it’s evident that human connection still remains crucial.
There’s an ever-present pressure for contact centre leaders to find the perfect balance between people, processes, and technology – all to deliver the best possible customer experience, as efficiently as possible. But now there’s a new kid on the block – the AI agent – redefining the art of the possible when it comes to maximizing contact centre performance. It’s an exciting time to be running a contact centre! So, if you’re ready to dive in and see what it takes to elevate your performance, watch this webinar – where our experts explore what’s really possible in 2025 – including AI-driven strategies for superior customer service, where traditional strategies could be holding you back, and more!
AI is revolutionizing contact centers, enabling businesses to offer highly personalized and efficient customer experiences. To stay competitive, companies must embrace technologies like automation and predictive analytics to address issues such as latency and scalability. For long-term success, organizations need to evaluate their current capabilities, prioritize AI investments, and foster a culture centered around innovation and AI adoption.
Virtual agents, virtual assistants, chatbots - call them what you like - organisations are increasingly looking to implement bots across multiple business areas, internal and external. However, bots are often seen as a barrier between the user and speaking to someone who can help them achieve their goal.
A successful strategy for employee engagement has never been more important to the future of your business. You need to create an environment where your staff is empowered and encouraged to give their best every day. So they take care of your clients. Combined with the fact that switching jobs every now and then is becoming the norm, retaining the best people and developing them is quite the challenge... Download this guide to find out how.
This in-depth report, based on a survey of over 1,000 UK consumers who have interacted with contact centres in the last 18 months, provides crucial insights into what customers truly expect and value in 2025. Understand what matters most to your customers and align your contact centre strategy accordingly.
In the contact center, efficiency is everything. Calls are constantly coming in and there are always more customer inquiries to be answered. Outstanding Customer Experience (CX) begins with those who answer contacts: agents. To get the most from your agents, you need to understand how they perform, and this requires a detailed knowledge of your Key Performance Indicators (KPIs)
Genesys surveyed 5,232 consumers and 1,181 CX leaders on the state of customer experience.
2024 wasn’t an easy year for customer support. Leaders faced a whirlwind of cost-cutting mandates, limited resources, and customers with increasingly complex needs.
Ensuring PCI compliance at the highest level is very demanding. It involves annual audits, detailed procedures for handling card data, staff vetting, network security checks, regular tests, and detailed policy documentation. Additionally, payment card fraud and compromises to card data have serious business consequences — from a single unhappy customer to massive reputational damage, particularly when bulk data is lost or compromised. Peace of mind and your customers’ trust are valuable assets.
Peter Drucker once famously quoted “Only what gets measured, gets managed”. Therefore, if what you’re measuring is irrelevant and out of date, you are very likely wasting valuable time across your people and processes in managing behaviours that aren’t helping you achieve your true goals. That’s why it’s so important to regularly review your KPIs. Not only to check that they align with what you are really trying to achieve, but also to maintain a competitive edge in your customer service experience. So where do you start with bringing your KPIs up to date? Watch this webinar, where our panel of experts explore the latest thinking in contact centre KPIs and how to give your current strategy a much-needed refresh.
Choosing the right contact centre platform is a critical step for any business. With a broad range of customer experience (CX) solutions available—from comprehensive platforms to specialised tools—it can be challenging to identify the ideal fit for your organisation. That’s where this guide comes in.
Make every process mapping project a success with this simple guide filled with tips and tricks.
As AI adoption grows rapidly, many organizations find it challenging to separate hype from real outcomes. Choosing the right AI solution isn’t just about innovation; it’s about making sure it supports your business goals, improves operations, and drives long-term growth.
It’s never been more important—or made more sense—to move your contact center to the cloud. Just as important is to do it the right way.
AI Agents are revolutionizing customer experience by delivering smarter, faster, and more personalized service.
Customer service can always be improved, but it can be tricky to know where to channel your energy for maximum impact. However, one of the fastest routes to success is to focus on how effective your Team Leaders are being and, in turn, how they can boost the performance of your frontline agents. So how do you boost Team Leader effectiveness so your agents can truly thrive in delivering exceptional customer service? Watch this webinar, where experts explore how Team Leaders really are your secret weapon for success – and how you can empower them with the best tools, processes, and habits to drive great results!
Five9 surveyed over 1,000 global consumers in the US, Canada and the UK on the state of Customer Experience (CX). This report delivers essential insights into customer service expectations, preferred communication channels, and evolving attitudes toward AI and self-service.
The State of the Contact Center 2025 report cuts through the AI hype, revealing critical tensions that must be addressed to unlock AI’s full potential in contact centers.
The UK Contact Centre Decision Makers' Guide identifies six of the major pain points and issues affecting the contact centre industry, along with specific solutions that have been identified.
This isn’t just another trend report. Change is inevitable and predictions only go so far. So, instead, we’re talking about building endurance, resilience, and flexibility so organizations can adjust to the times.
What are KPIs and why are they important in contact centers? Short answer: They are important metrics that help you understand and manage performance.
Happy agents = happy customers. Equipped with the right digital tools, contact center agents can increase productivity and streamline issue resolution, resulting in happy customers. With a proliferation of tools and communication channels available, how can organizations create engaging experiences for agents and customers?
Are you doing enough to support vulnerable customers? Recent Call Centre Helper research shows only 60% of contact centre leaders feel confident in recognising vulnerability. With the FCA’s Consumer Duty Act emphasising its importance, the challenge remains significant. Vulnerability varies widely, from personal factors like disabilities to situational issues like bereavement. The best contact centres tackle this with a multilayered strategy, combining proactive and reactive measures. So, what does best practice look like in 2025? Watch this webinar, where experts explore the skills, techniques, and processes your agents need, for peace of mind that you’re doing your utmost to support vulnerable customers.
Contact center agents are your most indispensable asset, yet many contact centers make their job unnecessarily difficult. Here are 5 science-backed strategies to help your agents be more productive, more motivated, and more likely to stay for the right reasons.
Keeping a close eye on what other CX leaders are doing through benchmarking is critical – it's like peeking into the playbook for success! By understanding what’s working (and what isn’t) leaders can unlock fresh ideas and know-how, and those who embrace innovations will stay ahead of the curve.
Discover how leading retailers are overcoming key challenges like rising customer expectations, loyalty erosion, and the demand for seamless, personalised omnichannel experiences. This eBook highlights actionable strategies and demonstrates how Five9’s New CX uses Omnichannel, AI and automation to boost loyalty, elevate agents, and drive growth.
Vux World and Zoom present how AI and automation can revolutionize your customer experience, tackle the challenges of legacy contact centers, and drive true CX innovation.
When agents are restricted by rigid processes, it inevitably compromises the customer experience – driving up Average Handling Time, decreasing C-SAT scores, and more. By sharp contrast, empowered agents have the resources, flexibility, and control to deliver exceptional customer experiences – by not only adapting to customers immediate needs, but going above and beyond to truly wow them. So how do you get from hamstrung to empowered? Watch this webinar, where experts will be exploring the do’s and don’ts of agent empowerment and how YOU can start delivering exceptional experiences to your customers today.
It’s never been more important—or made more sense—to move your contact center to an AI-powered cloud-based solution. Just as important is to do it the right way.
This exclusive IDC InfoBrief examines how contact centers’ performance metrics stack up in key business outcomes, including first-contact resolution, agent productivity, and against goals like self-service rates.
In today's customer service landscape, contact centers face growing pressure to deliver exceptional experiences while managing increasing volumes. This quality assurance checklist will help you maintain and improve your service standards:
- Ensure consistency and compliance
- Boost agent performance
- Accelerate data-driven improvement
Has your contact centre coaching strategy gone stale? You are not alone! Many leaders fall into the trap of doing things the way they’ve always been done – sadly compromising employee and customer experience along the way. So, if your coaching strategy, at best, could be described as “average”, it’s high time to have a rethink and push your team to the next level! So why not watch this webinar, where experts explore how the very best contact centres are successfully advancing their coaching strategies to maximize results!
Some organisations are failing at CX, even after spending a fortune on new contact centre technology. Queues persist, customers fume and loyalty evaporates.
Backed by insights from over 1,500 CX leaders, this latest research dives into the challenges, trends, and opportunities shaping CX in 2025 and beyond.
MiaRec have put together a comprehensive, vendor-agnostic checklist to help you evaluate and implement the best Voice Analytics solutions for your business.
With signs often difficult to detect, many people in need go unnoticed. Discover how AI and automation can serve as a vital safety net, enabling more proactive, empathetic, and impactful experiences for vulnerable customers and citizens.
91% of contact centre and customer experience (CX) leaders believe that AI will help optimise CX strategies, and 62% have at least partially implemented AI technology. Yet even as more companies adopt AI, many companies are not sure how to measure the ROI of AI technology.
Customer experience (CX) has changed dramatically in the past five years and will continue to do so in the future. With emerging technologies, shifting consumer expectations, and new trends in personalization, how can organizations stay ahead of the curve? Watch this exclusive webinar, where experts share the latest trends, strategies, and predictions that will redefine the future of customer experience.
Calabrio and Get out of Wrap are excited to announce the launch of Voice of the Agent - a research report capturing the insights of over 500 contact centre agents across Europe.
AI has shaped the strategic narrative for everyone this year – from the technology vendors weaving new features into their product offerings and the contact centre leaders rethinking what great CX looks like, right through to the agents facing a new chapter of possibilities in augmentation and automation – redefining daily life on the frontline.
Choosing the right contact centre platform is a critical step for any business. With a broad range of customer experience (CX) solutions available—from comprehensive platforms to specialised tools—it can be challenging to identify the ideal fit for your organisation. That’s where this guide comes in.
Are you ready to take your sales contact center to the next level? Are you looking for ways to boost revenue, increase sales performance, and increase efficiency and profitability—automatically?
As more companies adopt AI, 27% still say they are not sure how to measure the ROI of AI technology.
Discover how cutting-edge AI technology can transform your customer interactions and drive business growth. This comprehensive 90-page report delves into the latest advancements in Customer Interaction and Speech Analytics, providing you with actionable insights to enhance CX, increase revenue, and much more.
Self-service solutions are essential to modern customer care, but how often do they truly ease the customer journey? The Customer Effort Index (CEI) provides unparalleled insights into where customer effort is highest, helping businesses identify pain points and optimize service delivery.
Exceeding customer expectations is critical in today’s competitive market. But whats the real impact of exceptional CX on your bottom line? This research provides answers from the analysis of billions of interactions, along with more CX insights you won’t find anywhere else. The State of CX report reveals a compelling link: businesses with the highest customer sentiment scores outperform peers in stock returns—learn by how much in the research.
There’s no doubt that Genesys Cloud CX is a premium, AI-powered experience orchestration platform – one that’s designed to help organisations coordinate every step of their customer and employee experience.
2025 is almost here! Are you ready? Whether you’re just starting to think about your plans for next year or are in the process of refining them, this webinar is for you! Watch this webinar, as we take an in-depth look at what the future of contact centres is set to look like in 2025 and what you should prioritising (and putting on the backburner) to stay competitive.
Download this brand-new Contact Center Managers Guide to finding the right Conversation Intelligence platform for your contact center.
See how integrating CRM with contact centers can unlock the potential of AI to enhance customer experience.
44% of customer service professionals say that maintaining trust is the biggest roadblock they encounter.
CCW Digital’s newly released report includes strategies and solutions to help supervisors empower all agents to thrive in a more consultative, connection-minded role.
As you prepare your 2025 CX strategy, this eBook offers essential insights and recommendations to navigate these transformative times. By embracing the power of cloud, digital, and AI technologies and aligning your CX initiatives with your customers’ evolving needs, you can ensure your business is not just keeping pace but leading the way in delivering exceptional 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.
The financial services industry is evolving rapidly, driven by Fintech innovation. Discover how to stay ahead in Five9’s latest white paper: Transforming Your Customer Experience in Financial Services.
Do your customer interactions reflect the level of care and personalization needed to build loyalty. Concerned this may be costing you repeat business? You’re right to be. Research consistently shows that customers are rarely forgiving of poor experiences, and when interactions fall short, you might only get one more chance to win them back—if you’re lucky—before they move on. If this sounds like a challenge in your contact centre, watch this webinar to explore how the latest technological advancements and innovative people strategies are redefining what’s possible in creating outstanding customer interactions that foster lasting relationships!
This eBook provides a clear, logical description of the five steps involved in creating an accurate forecast. Packed with detailed instructions and professional tips, it will enable you to adopt best practise and get immediate results - and long-term value.
Contact centers face mounting pressures to reduce costs without sacrificing performance or customer experience.
This eBook explores success stories from top-tier brands such as Sony, Carnival UK, and Hyundai Capital and how these brands leverage AI to exceed customer expectations and achieve unmatched results.
The average annual contact center turnover rate is an eye-watering 60%.
Many contact centers today look to their agents to provide a detailed account of what happens during each customer interaction.
Forrester Consulting conducted a Total Economic Impact™ (TEI) study to explore the potential cost savings and ROI of deploying Puzzel’s CX platform.
Innovations like AI and automation bring endless possibilities. But what does this really mean for daily life in your contact centre? For starters, there’s new possibilities in everything from improving clarity and quality of calls, to reducing repetitive tasks and information overload, right through to organizing and prioritising incoming calls, and more – all to drive innovation that truly benefits customer, agents, and the bottom line. But what’s right for your team? To separate the hype from the reality, watch this webinar to hear what the experts have to say about where AI and other innovations are really making contact centres better right now.
In today’s customer-driven world, AI-driven Topic Analysis is essential for enhancing service and improving retention.
So, can you have it all? Exceptional, cost-efficient CX at scale? Scorebuddy say yes, so download this eBook today and strike the perfect balance.
Businesses outsource their contact center operations for various reasons. The goal could be to flex service provision around customer demand, to increase scalability, to rapidly acquire new skills or new technology, to free up leadership bandwidth to focus on core competencies, or simply to reduce costs.
The UK is a nation of notetakers. But while almost everyone jots down information daily, the way we take notes varies widely.
One of the biggest opportunities for AI is customer service. But contrary to popular opinion, AI is not a bandage you can throw on your customer service cut and expect it to heal. It takes the right solution, at the right time with the right people buying in to make AI for CX work. A pulse survey was conducted by Harvard Business Review Analytic Services, to understand how brands perceive AI for customer service what value they’re realizing, and strategies to overcome the implementation challenges.
Is your contact centre measuring up against your competitors?
