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.


Contact center managers have access to more data than ever before. As a leader, it is important to set your organization and business up for success by engaging in benchmarking to determine best business practices, critically evaluate your business and implement necessary changes has become essential for the success of any contact center.

Believe it or not, there are five generations that make up today’s workforce. Each of these generations has different ways in which they communicate and different preferences in the ways they like to be communicated to. Understanding how each operates in your workplace can be invaluable when it comes to delivering highly personalised, effective feedback and coaching.

Is your CX strategy the best it can be?

North of Tyne refers to an area within the North of England covering Newcastle, North Tyneside and Northumberland.

As the cost of living crisis continues and bills continue to soar, contact centres are facing an increase in vulnerable customers who are seeking support.

Knowledge has never been more important in the contact centre. Or more difficult to manage effectively. For this reason, companies must ensure they have a knowledge management strategy in place.

As the Great Resignation continues, contact centre leaders must be creative to attract and keep the necessary staff to serve their customers. Agents want to work for employers who treat them more like customers.

The past couple years have posed major challenges for retailers, with a pandemic, inflation, rising interest rates, economic uncertainty and ongoing global supply chains issues. With customers starting to return back to brick-and-mortar stores, many retailers are still uncertain about how and when behaviours will shift yet again.

Contact centers are often under-prioritized assets. They have been measured and managed as necessary, but unremarkable elements of the business, plagued with legacy on-premises solutions and KPIs aimed at productivity and volume.

As CX organisations shift into the post-pandemic era, several key trends are here to stay. Workers are demanding flexibility, control over their schedules, and learning and career development opportunities.

According to Gartner, most customer experience strategy documents they receive from their customers for feedback fail to capture the ‘essence’ of a good CX strategy.

B2C retailers are facing unprecedented market conditions as the industry undergoes a massive transformation.

At MaxContact, our mission is to help improve the lives of those that interact through customer engagement software – and that’s why we’ve launched a podcast, Talk Time with MaxContact.

Looking for new ways to attract and retain agents? Want to streamline your tech in the year ahead? Plan smarter with the ultimate guide to contact center management and tech trends at your fingertips.

2022 has seen the world attempt to return to the new normal and continue to adapt to the ongoing impact of the past two years.

Over the next several years, a presence in the virtual world, known as the metaverse will likely become as common as having a website. While still in its early days, this emerging channel is even now attracting a wide array of visitors eager to connect, recreate previous experiences, or try new ones.

Statistics show the number of smartphone users, volume of apps downloaded and the value of mobile transactions are rising so quickly that they would be out-of-date before you finish reading this report.

It costs five times more to attract a new customer then to keep an existing one, yet only less than a third of executives say retaining customers is a priority.

Today’s customers and employees expect faster, more accurate, effortless service. Every day, they experience the benefits of innovative technology with brands that have taken the lead on automation and AI-enhanced self-service experiences.

The Essential Guide to Auto-QA has been written as too many organisations have missed out on the benefits of Conversation Analytics over the years.

As contact centers become more digital and more intelligent, agents are juggling more channels and handling ever-more-complex issues. The contact centers that effectively engage and empower these “super agents” are realizing superior CX results, operational efficiencies, and financial outcomes.

Not all research studies are created equal.

Customer experience personalisation is no longer a “nice-to-have.” In today’s digital-first world, it’s now a “must-have.”

It’s difficult to measure soft skills—but not impossible.

Now in its sixth year, the Customer Service Index provides data and insights to help you better meet your customers’ changing needs and expectations.

Calabrio surveyed 500 contact centre managers and consumers in the UK, US, DACH and the Nordics, to uncover key expectations, misperceptions, and emerging strategies around contact centre experiences. And the results revealed a fundamental truth: Without the human element, no amount of technology can hold a brand experience together.

It’s reported that an eye-watering 97% of consumers say that customer service is crucial to retaining their loyalty.

As a contact centre leader, you may not realise that your agents’ happiness and sense of purpose directly translates to what customers experience from your business.

Enterprises that embrace digital platforms infused with artificial intelligence (AI) and automation can maintain and ultimately exceed customer expectations as they adapt to the new normal and innovate beyond the old ways of working and doing business.

If you’re not already exploring how to use intelligent virtual assistants in your contact centre, you soon will be. The case for enabling customers to complete interactions without speaking to an agent keeps growing.

Customer interactions with vulnerable individuals include a host of valuable intelligence that can be used to drive a more empathetic customer experience, and transform how enterprises operate.

IDC, in conjunction with Sabio, set out to better understand how digital innovation is evolving in the contact centre space. They spoke to five companies with significant contact centre operations in the process of introducing digital innovation.

If you’re like most contact center leaders, you have separate platforms or tools to measure voice, chat and IVR. The owner of each typically monitors and optimizes their respective channel, hoping this improves overall performance.

Customer demand is driving digital adoption, and the financial services sector can be congratulated for leading the way in certain areas of customer experience (CX).

Talkdesk have been named a Leader in the 2022 Gartner Magic Quadrant for CCaaS for the 4th consecutive year.

This report explores how poor mental health of employees is costing UK contact centres almost £1 billion each year, and what you can do about it.

Evolving customer expectations, the shift to remote work, and staffing challenges don’t have to slow your business.

Being a contact centre agent has never been more difficult. Digital self-service options haven’t fully relieved the pressure, either. Without additional support, these conversations can be daunting to manage. In some cases, they can even lead to costly complaints or customer churn.

Ever-changing customer expectations, talent gaps, low employee morale, and an increased level of competition in the market are some of the primary stumbling blocks to delivering best-in-class customer service.

This guide walks you through how to get more strategic with your data. Connecting systems for a 360-degree view of the customer enables better customer journeys. And it’s a lot easier to connect and exchange data when it’s done on a composable platform.

Knowledge management is the process of continuously creating, optimizing, and extending the content your customers and agents need to make their journeys successful. From search engine queries to chatbot messaging to agent interactions, knowledge is how you ensure your customers get the right answers in the moments that matter most.

Having empathy for your customers and employees is now more important than ever. Despite this there is a real empathy gap between customers and the brands with which they interact, and most businesses are still falling short of demonstrating the empathy customers seek.

Modern contact centres are increasingly moving to cloud-based solutions, with more than 75% making full or partial transitions already. Among these contact centres, cloud-based solutions have proved to be technically flexible, scalable and financially beneficial.

CX leaders recognize the potential of AI to improve the speed, accuracy, and efficiency of customer service and are planning to expand investments in it accordingly.

To create amazing customer experiences and lifelong customers, you need to understand all of the digital touchpoints along their journey. This guide from ContactBabel, is designed to help you do just that.

With continued monitoring and maintenance of your virtual agent, you can increase customer self-service rates and customer satisfaction, as well as reduce interaction handle times and the cost per contact.

Up until very recently, the majority of UK contact centres worked in a traditional, centralised model, with fewer than 4% of agents working remotely at home on a permanent basis. This has all changed thanks to the global pandemic.

How can insurance companies unlock the power of data and derive business value from it without compromising on security?

Your agents aren’t going to ask you for more automated tools, empowered and personalised coaching, and a sense of purpose—because they already expect them to be there.

Customer Experience has explosively emerged as a critical driver for loyalty, competitive differentiation and revenue growth.

As enterprises seek to drive greater value from attended RPA, they face multiple questions ranging from scalability and security to ease of use for the end user.

No two contact center agents are the same. And neither are the soft skills they might need to develop. The good news? Behaviours, business alignment, and resourcefulness are all part of a skillset that can quickly be ingrained in every type of agent, leading to higher engagement, better customer experience, and improved KPIs.

Frost and Sullivan released the Frost Radar Report to help stakeholders identify which companies are advancing the Contact Center as a Service (CCaaS) industry into the future.

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.

The speech analytics marketplace is an ever-evolving, ever-growing one that can be difficult to track and interpret. However, the process has been made much easier with the release of the Spark Matrix Quadrant report on all leading speech analytics suppliers.

Are your agents ready to manage voice and digital interactions in a digital-first omnichannel environment?

Customer feedback is invaluable data for product development teams. In the past, soliciting this feedback was difficult, and often involved only a small sample of customers.

Do you want to benchmark your contact centre against others and be in with a chance of winning an Ooni Pizza Oven?

No matter the industry or size of the organization, it’s impossible to ignore the massive shifts in employee expectations over just the last two years. Employees are no longer satisfied with the status quo, especially when it comes to typical career trajectories, inflexible work environments, and outdated technology.

Consumers today are more socially aware of products and services, and customer retention is critical to profitability since acquiring a new customer is the most expensive phase of the relationship. The challenge businesses face is how to proactively serve their customer in a mutually satisfactory way, with customers feeling empowered to use self-service tools and programs.

Organisations globally are embedding artificial intelligence (AI) more deeply into their customer journeys and employee experiences, making them more frictionless and data-driven than ever before.

Do you have questions about AI, but you don’t know where to start? By now, you’ll be aware that many contact centers have already infused AI into their customer service tools. But why is it so popular? And what outcomes can be achieved with AI?

Just as consumers are having more conversations with their smart devices than ever before, forward-thinking businesses are increasingly embracing natural language speech technology in their contact centers. And it’s paying off.

For decades, surveys have been the primary mechanism used to gauge customer satisfaction. And while metrics derived from surveys, such as customer satisfaction (CSAT) scores and net promoter scores (NPS) are useful, they can be imperfect indicators of how your customers actually feel about your company, its service and support, and more.

Learn about the key AI techniques that will drive better outcomes in your contact center. Talkdesk is removing the barriers to AI adoption with a suite of tools designed to help contact centers automate repetitive tasks and free agents to solve complex customer issues.

Disjointed customer journeys result in poor experiences, and those moments of friction can affect every aspect of your business. But your data can save the day — if you know how to use it.

Up until very recently, the majority of UK contact centres worked in a traditional, centralised model, with fewer than 4% of agents working remotely at home on a permanent basis. This has all changed thanks to the global pandemic. In 2021, 89% of businesses were using remote working with a further 4% testing it.

For organizations that require frequent and direct communication with their customer bases, contact centers are a must—as is assuring that their contact centers provide a polished, optimized customer experience.

Accelerate ‘22 is the fastest way to access resources including updates on our product roadmap, executive perspective with thought leadership sessions, tips and tricks to get the most out of your investment, success stories, use cases, company announcements and more!

With the economic effects of the pandemic still being felt, and the cost of living crisis kicking in, it’s inevitable that contact centres will be forced to field more calls from angry, emotional and distressed customers.

Contact centre leaders have long been aware of the benefits of treating customers as individuals. Today personalised customer services are more achievable than ever thanks to technology; making sure the right products and services are offered to clients in the right way to maximise satisfaction and reduce customer/product mismatches.

Coaching and performance management should be personalised and tailored to the individual, but with large, distributed teams, how do your contact centre managers and supervisors become more effective coaches at scale?

Attract and keep your ideal workforce, including the latest generations, by offering captivating employee experiences. Keep your teams highly engaged and ensure they have a fulfilling work-life balance —while still achieving your business goals.

Post-pandemic, organisations need to understand exactly what consumers are looking for from customer service interactions.

Today’s contact centres face a unique and evolving set of challenges. With the right software solution, you can turn those challenges into organisational strengths.

Knowing what customers feel and think is clearly a vital tool for businesses looking to improve their service experience, and feedback is the vital metric for brands when assessing the quality of their CX provision.

Customer interaction analytics solutions offer huge opportunities to gain business insight, improve operational efficiency and develop agent performance. Like most contact center applications, analytics can be used to cut costs, but its promise goes far beyond this.

Contact centres have become a mixing pot of old and new pain points. Hybrid work, agent satisfaction, mental health and vulnerability awareness alongside the well-known concerns of agent engagement and turnover.

There are many reasons to migrate contact centers to the cloud, such as achieving scale, optimizing cost and the introduction of new capabilities, such as those of speed, control, accessibility and security. Building a plan that identifies the required steps helps ensure that your project goals are met on time and on budget.

Employees in all industries expect flexibility in their work schedules. And it’s especially important in call centres — where the competition for talent is fierce. Create an empathetic work environment that keeps employees happy and attrition in check.