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.


Microservices have become a de facto standard for new cloud applications. But is microservices just a meaningless buzzword, or does it really matter for contact center solutions? The answer is a resounding, “Yes, microservices do matter.”

Do you use spreadsheets for resource planning in your call center? Are you looking to create and optimize your call center workload forecast in Excel? Then this guide is for you!

The knowledge base is the raw material of your self-service strategy. That is where your chatbot will go look for answers while interacting with human visitors. Without an optmized knowledge base, there are no answers!

This report looks at how companies are failing to connect with customers in the way they need to in order to build loyalty and repeat business.

In the past, organisations saw customer service as its own separate entity. If contact centre agents treated customers well, they reasoned customer satisfaction would go up. But if you looked at the highest-performing businesses in the world today, you’ll notice that customer satisfaction goes beyond frontline contact centre agents.

The mandate is for contact centers to eliminate the silos between channels and departments to optimally support today’s customers, especially the youngest generations of consumers that rely—nearly exclusively—on digital channels such as social media and messaging apps.

Desktop virtualization is showing great promise in terms of the possibilities for organizational transformation and a reduction in operational costs.

There are lots of emergency situations that can interrupt business continuity, but there’s one big change we all seem to be dealing with at once: How do you handle a workforce that’s suddenly remote?

Tips and best practices for building the best AI chatbot

For the contact center, the move to the cloud has been slower and for a good reason. Voice is real-time, and twenty years ago the technology was not yet available to reliably and securely support high-quality voice from the cloud.

In times of widespread disruption—whether natural or man-made—contact centres can become a true lifeline for customers, as they seek urgent answers to questions old and new.

Delivering exceptional customer service goes beyond the physical walls of the contact centre.

Aberdeen’s research has shown that savvy businesses are proactively preparing for future contact center activities by utilizing AI capabilities.

Chatbot, callbot, voicebot, socialbot… The value brought by a bot to customer relations is no longer to be proved. However, it can be difficult to form an opinion on the multiple possibilities offered by these conversational intelligences.

Contact Centre adoption and support for first generation digital channels such as Email and Web Chat, including video chat and co-browsing is growing rapidly.

90-seconds can feel like an eternity when you’re sitting on the phone waiting for help, or answering automated voice prompts, or even waiting for a response from an agent on live chat agent.

Every decade it seems that a new computing interaction paradigm emerges. In the 1990s it was the Web, Mobiles set the agenda in the 2000s, and Touch dominated throughout the 2010s along with the introduction of first-generation Assistants such as Alexa and Siri. However, with 2020, we’re now experiencing a race to create a single interface for the user – and the Virtual Assistant era is upon us.

The way brands engage and interact with consumers has drastically changed as COVID-19 continues to disrupt customer service as we know it. Overnight, communication has been severely reduced or eliminated, customer service teams have been forced to go remote, and consumer needs have fundamentally shifted.

How to Best Utilize Resources in Times of Business Upheaval

Disasters and their effects on contact centres can come without warning and impact your companys image and bottom line. If you haven implemented a disaster recovery or business continuity plan, your contact centre platform might not have the scalability and flexibility needed to respond to the situation.

It’s possible to build and keep customer loyalty, even in the face of constantly shifting customer expectations, the rise of the “mobile-first” consumer and increasingly restrictive compliance requirements.

Quality Assurance Managers play perhaps the most critical role within a contact center. Most not only design the company’s quality assurance program but they also implement, monitor, and report on it.

The growth of digital technologies has triggered a change in human behaviour and communication habits—within both interpersonal relationships and in the way we interact with businesses. It’s time to close the chapter on Contact Centre 1.0. Companies must make customer engagement experiential, intuitive, and collaborative for a modern customer in modern times.

Moving to an all-in-one cloud contact centre has never been easier!

Call centers used to be separate and distinct areas of the business – separated physically, technologically, and culturally. Fast forward to today and the call center has evolved into multiple teams closely integrated with the wider business, and with each other.

ACD, Callback, Chat, Social, CRM, Speech Analytics, WFM, PM & More

This is a manual to help you prepare your contact centre with a business continuity plan to make remote work a functional reality.

The story of COVID-19 and how customer service responded

Recent events have rapidly accelerated shifts in workplace flexibility, customer experience and agent engagement. Those changes aren’t temporary. For contact centre managers, this is both an opportunity and a challenge.

Overcoming the planners dilemma with 7 essential ways to hit call center service level consistently

The Inner Circle Guides are a series of analyst reports investigating key customer contact solutions.

This document offers guidelines to help you prepare a contact centre budget. It examines basic steps in the process and explains the critical role workforce management plays in budget preparation.

Social customer service is complicated. What may begin as a single tweet can escalate into a battle of the voices, with all hands on deck. One person’s tweet might be another‘s useful source of information, opportunity to join the conversation… or troll it. It is social media, after all.

Improve the Agent Experience to Optimize Outcomes

Digital customer experience technologies have transformed drastically in recent years. No longer are cloud-based, omnichannel call centers a cost burden to organizations. Now they’re expected to generate revenue through cross-selling, ROI and cost avoidance.

Workforce management (WFM) professionals are typically results-oriented individuals. They are always asking themselves “how do I measure my success and that of my team?” The answer is never simple. WFM doesn‘t work in total isolation - it is an integral part of the contact center machine.

We commissioned a survey to find out why Britain’s consumers leave suppliers. After all, the perceived wisdom is that switching is good for consumers. We expected to see increasing levels of automated interaction, with a decline in the use of the phone to contact suppliers. But what we found was very different.

This white paper will explore the building blocks and best practices for a new era of Workforce Engagement—the “behind the scenes” technology foundation for customer experience (CX) excellence.

Biometrics, combined with possession or knowledge elements, can help you to implement a two-factor authentication completely secure and frictionless and comply with the Strong Customer Authentication (SCA) requirements included on PSD2; which aims to provide greater transparency over transactions, to improve consumer protection and strengthen the security of payments.

Contact centers are in the middle of an extraordinary and volatile time, and changes occurring with shifting employees to work at home may stay as the new normal. Given the current situation and eventual changes that will take place in the markets, organizations need to make transitions as smoothly as possible.

Great customer service and customer experience go hand in hand. And, with more companies competing on the basis of customer experience than price or product features these days, it’s clear that making customers happy isn’t just a good idea, it’s a necessity.

During this unprecedented time, the ability to enable a completely virtual environment and maintain access to mission-critical business applications and connections from anywhere has become more important than ever.

An effective forecast for an operations is like having a healthy heart. Your forecast takes in data. It then pumps out insight for your scheduling and service level management functions. Everything is predicated on getting the forecast right.

A survival guide for customer experience leaders.

Whether you are looking to take the efficiency of your contact centre from bad to good or from good to great, the root of positive change starts with workforce management (WFM) metrics.

The results are officially in and you can now download our popular, annual report that delves into how contact centres are delivering great service to the modern customer.

The digital customer service universe is evolving rapidly. Contact centre adoption and support for first generation digital channels such as Email and Web Chat, including video chat and co-browsing, is growing very rapidly. Mobile Apps, while tightly tied to mainstream adoption of smartphones, have been around for a while and are gaining traction, even though contact centre support has been lagging behind consumer adoption.

Understanding the difference between customer experience and customer service, and how they work together, is crucial to improving your brand loyalty, customer service metrics and revenue.

Speech analytics technology has never been more accessible to organisations of all sizes, and it has the potential to:

If you’re reading an eBook about why your chatbot isn’t working, chances are you already know what a chatbot is.

Covid-19 is creating unprecedented change and businesses are creaking under the impact.

For those new to setting up a home office, the process can be overwhelming. Worse yet, without the proper setup, remote workers can sabotage their own success. From equipment to layouts and ways to block out background noise and distractions, setting up the perfect home office is about more than just having a laptop and internet connection ready to go.

Artificial intelligence (AI) is changing our world. From life-saving medical services to interpersonal connectivity, the many benefits of applied AI are just beginning to be realized.

Data privacy and protection are becoming global focus points as digital tech becomes further ingrained in society.

The Inner Circle Guides are a series of analyst reports investigating key customer contact solutions. This guide aims to give a detailed and definitive view of cloud-based contact centre solutions and what the future holds.

In this document, Poly provides guidance on how to effectively clean and disinfect your Poly collaboration hardware in high-use areas, such as conference rooms, lobbies and contact centers.

How do you select the technology to support your customer service environment? Tough, isn it? Getting the right fit at the outset is crucial. Choosing the right vendor will save you time, money, and cut risk. It will also make certain you avoid the pitfalls that have surprised call centers in the past.

GDPR did not just influence the way organizations handle data, but also the structure of their operations. Contact centers need to constantly educate and monitor their employee’s practices to make sure they are in line with GDPR regulations and in certain cases, appoint a DPO to oversee the company’s data protection strategy.

We've teamed up with Contact Babel in their latest report: “The Inner Circle Guide to Cloud-based Contact Centre Solutions (4th edition)".

For most companies, achieving intelligence into true CX is easier said than done. The average organization analyzes just 2% of all customer interactions – mostly for random assurance checks and reactive investigations.

Today’s economy is customer-centric, and customer expectations have never been higher. When taking into account that mobility is a key business continuity requirement, businesses need to adopt omnichannel digital engagement tools to empower their agents whilst also keeping agents connected.

Keeping your contact centre up and running during any type of natural disaster is essential to ensure the continuity of your business.

A checklist to help you prepare for managing work-from-home Contact Centre agents.

Remote call center staffs are becoming increasingly popular. It’s easy to see why. Managers can more easily match agent supply to demand, reducing the need for onsite agents. Organizations can save money by downsizing brick and mortar locations. Plus, the call center can tap into a larger pool of qualified agents who need the flexibility that at-home work provides.

As IT professionals, you have a critical role to play. It is you and your team who develop and deliver the vital infrastructure every organization needs to succeed. So, whether you are involved in the initial search for WFM software or brought in during the buying process, we understand that there are key questions that need to be asked to evaluate if it will be a sound investment and seamless implementation.

With many agents now suddenly working from home, keeping them engaged and connected with their work is crucial. This is especially true when taking into account they might start to feel depressed, isolated, and struggling to remain focused.

In light of recent events, many organizations are renewing their focus on business continuity and disaster planning.

Automatic speech recognition (ASR) systems are used to significantly reduce customer churn and interaction costs by enabling voice-of-the customer analysis.

Today’s contact centers have never faced as much continuous change as they do now.

As organizations seek to boost digital customer engagement and automate as much of their business operations as possible, the convergence of Robotic Process Automation and Intelligent Virtual Agents (IVA) has arrived and Jacada is leading the charge.

With traditional contact center quality assurance programs, most companies are only scrutinizing about 2 percent of the interactions they have with their customers. The other 98 percent get stuck on a server, forgotten and taking up space until the retention period expires. These companies are neglecting their most valuable asset—the voice of the customer.

Organisations completed the first phase of contact centre's transition to Work from Home, by setting up the foundation for remote work.

Its typical to measure contact centre agents by the time to answer, the number of calls handled, call length, call abandonment rate, and other quantitative performance indicators. While these metrics still have some relevance, they do little to indicate whether the customer experience was good or even whether the customer’s question was answered satisfactorily.

In this eBook, we look at how delivering a quality service is king in 2020 and why it’s no longer acceptable to force customers to interact with you in certain ways.

Symec has expanded its portfolio to include telephony, unified communications and connectivity solutions which in turn has created the opportunity for the company to add additional value to existing customers.

There are many reasons companies move to a work-from-home model, ranging from a crisis to a changing business model amid market disruption. Regardless of the reason for the shift, there are challenges and benefits that can be realized with a work-at-home model.

As your workforce moves to a remote working environment, there are some best practices we encourage you to follow when it comes to enabling virtual employees.

Vonage has developed this guide to help you with your CX initiatives in the contact centre. Designed for the practitioner, you’ll find out what’s critical to delivering a great experience and how you can deliver it by focusing on a few key elements.

If you’re struggling to figure out whether you should stick with your on-premises contact center, here are five signs that may indicate it’s time to make a move.

Given the emphasis on customer experience, it’s important for brands to rethink their contact center strategies and put the focus squarely on one thing: people.