White Papers

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

Research shows 55% of consumers who intended to make a purchase change their mind because of poor customer service. This white paper looks at how the power of conversation can transform customer service, business opportunities and employee engagement.

As companies focus increasingly on digital transformation initiatives, a unified communications and collaboration infrastructure that operates optimally is crucial to success. This report demonstrates how efficiently managed UCC is crucial to the success of digital transformation initiatives.

HomeServe is working with Sabio to deploy a speech analytics solution to help optimise engagement and improve the customer journey. In this case study Sabio shares how you can reduce customer effort with speech analytics.

The options for consumers to manage their money continue to grow, and with this expansion, mobile payments are becoming more popular. Here, Puzzel explores the current choices available to consumers, highlighting how you can create the ideal integrated solution.

For the ninth year, Genesys has been positioned as a leader in the 2017 Gartner Magic Quadrant for Contact Centre Infrastructure, Worldwide. Read on to find out how Gartner defines Contact Centre Infrastructure and how all of the vendors compare.

NewVoiceMedia identifies five key considerations for your business to help you maintain successful and profitable relationships with everyone you do business with – from your suppliers, partners and resellers to your customers and clients.

Problem:  Unable to identify issues outside of Cisco environment, across the broader ecosystem. In this case study IR shares how Prognosis delivers complex multi-vendor visibility in one place.

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.

BGL Group engaged Sabio to deliver a speech analytics solution to help optimise customer engagement. In this case study, Sabio shares ‘quick wins’ and how BGL Group achieved benefits in terms of operational savings, quality enhancements and performance improvements.

Transforming quality management can become a catalyst for reinventing the entire role and value of your contact centre. This White Paper highlights current limitations, and how they can help you chart an evolutionary path towards a more effective approach.

Service level is the number one KPI in almost every contact centre and is vital for the customer experience. This eBook looks at 21 common root causes of failing to hit SL goals, with some tips for corrective action.

Most people are looking for effortless customer service. This whitepaper explores how organisations can start to develop the emotional intelligence they need to deliver a positive customer experience and use it to survive and thrive in today’s challenging business environment.

Many organisations rarely look closely at the Total Cost of Operation of their authentication solution and instead make a decision driven by the up-front purchase price. This whitepaper can be used to compare an on-site vs. a cloud-based authentication service.

CRM and Customer Service should enjoy a hand in glove relationship. Unfortunately, this is seldom optimised the way it should be. Here, Puzzel pinpoint some of the actions you can take, creating greater value in your customer engagement strategies.

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.

This whitepaper helps navigate the maze of GDPR, PSD2, PCI DSS and AML: Managing risk & compliance in the contact centre.

Finding the perfect balance between immediacy, accuracy and empathy for a complex issue represents a big challenge for customers This white paper shows how familiar professionals are with robotic process automation and whether it’s part of the CS strategy.

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.

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.

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.