White Papers

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

Throughout May 2019, Call Centre Helper readers were invited to take part in a “How Contact Centres Are Delivering Exceptional Customer Service” survey. The aim of the survey was to capture a snapshot view of exactly what contact centres are […]

This eBook is designed for contact centre 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.

Download this white paper which outlines 3 key strategies to achieve sustainable business success by using workforce management (WFM)

IVR technology was created to save businesses money but it has become a time-consuming monster that damages the customer experience. This guide looks at 3 ways you can escape the IVR and deliver a connected customer experience.

Organizations are reliant on contact centre performance to meet targets, achieve KPIs and fulfil corporate objectives. So, it’s crucial to get contact centre strategy right. This paper considers the benefits of cloud-based technology and how it is essential to the […]

How can you be sure your contact centre can meet customer expectations? Read this article to learn how a cloud solution equips you and your agents to succeed and empowers them to deliver a stellar experience.

Equiniti were looking for a flexible system that would help them achieve efficient utilization of their CEC workforce and improve employee engagement particularly around shift patterns and preferences. This case study shows how they decided that Teleopti from Business Systems […]

Connect offers a range of fully customized consultancy packages for contact centre optimisation. We start by understanding your business issues, and we then view you from your customer’s perspective to provide insight. Download our Contact Centre Consultancy brochure to learn […]

Are you looking to upgrade your quality management capabilities? Leading quality management solutions provide better automation, analytics insight, and reporting capabilities than ever before, delivering a substantial return on investment.

We know customers have gone digital. Less talked about is the fact that today’s contact center agent workforce is also digital. However, these agents are stuck with phone-centric desktop tools from the 1990s. The solution? The digital desktop.

Keeping up with industry trends is how you identify opportunities to gain an advantage. Read this e-book for insights and ideas you can apply to transform how you operate your contact centre and deliver a customer experience that stands apart.

This case study shows how a contact centre provider, handling thousands of customer contacts on a daily basis, was able to improve customer outcomes, set intelligent KPIs for their agents, and simultaneously reduce overall contact volume.

Engaged agents are committed to do more for customers and stay with your organization. Therefore, these agents have high performance and retention rates. Add empowerment and you have your dream team. Let’s explore how to turn this dream into reality…

Zen Internet has grown into a company that provides a full range of data, voice and hosting services to business and residential customers across the UK. This case study shows how they made the decision to go with Teleopti from […]

The way we communicate in the workplace has changed. For today’s 24/7/365 workforce, ‘always-on’ communication for employees, customers and partners is vital for business success. Download our free Microsoft Telephony Solutions guide to learn more.

Clutter on agent desktops is a problem. It causes agent frustration, lengthens handling times and damages quality of service. But with agents constantly switching between tools, what can be done? This report highlights five innovative ways to combat the issue.

Your contact centre needs to work hard to stand out and positively impact customer retention and satisfaction. By leveraging solutions such as quality management, you can pinpoint areas for improvement and position your contact centre to deliver outstanding customer experiences.

This white paper outlines 3 key strategies to achieve sustainable business success by using workforce management (WFM) technology to power CX and employee engagement.

To provide the level of support expected by today’s consumers, it’s increasingly important that contact centres have the ability to scale up. Read on to find out how Amazon Connect is providing businesses with a genuinely scalable and cost-effective solution.

This guide shares tips, tricks and best practices that can help you to choose and then improve the most critical KPIs within the contact centre, all in an effort to drive towards a better customer experience.

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