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.


Network monitoring is a valuable tool but is it still keeping you in the dark about what your customers experience when they dial your numbers?

Enterprises are devouring more information than ever. Why, then, are so many still struggling to devise a knowledge management (KM) strategy that regulates how they create, share, consume, and update knowledge?

Being ready for anything is now mission-critical. Business leaders today face the seemingly impossible task of planning for a future they can only possibly anticipate.

Quality management is an essential application and process in contact centers. Its fundamental purpose is to ensure that agents adhere to internal policies and procedures but it does so much more for companies that use analytics-enabled quality management (AQM) technology to drive their quality program.

More and more consumers engage with businesses through bots every day. Facebook reported 300,000 active bots engaging with customers on the platform’s Messenger service, with 8 billion messages exchanged monthly. It puts bots at the forefront of customer experience, especially as we move into increasingly automated contact centers.

As customer service and experienceleaders, you inherently value thecustomer.However, it’s not always clear toothers how important their actionsare to the customer and theircontinued loyalty.

The essentials for you to build an efficient omnichannel QA program that is cost-effective, and also brings out the best in your agents and cultivates connections to your customers in a more timely, convenient, useful, and meaningful way.

The use of digital channels for customer service is becoming more widespread and offers many advantages.

Omnichannel is perhaps the single biggest trend in the contact centre industry.

This whitepaper shares essential advice for designing a new bot or troubleshooting your existing one.

One of the biggest challenges organizations face is adapting to a changing definition of what EX means and how it can be used to improve both CX and business performance. Businesses focused on EX often see faster and strong revenue growth.

Organisations interact with vulnerable customers every day. What most don’t realise, is how they respond has far-reaching implications on customer experience (CX), retention and reputation in the market.

MyCustomer and Genesys commissioned Smart Survey to conduct a consumer study, examining how successfully today’s organisations are catering to their customers’ emotional requirements, and how it impacts business reputation and customer relationships.

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 company’s customer service quality falls squarely on their shoulders, and with current industry statistics painting a sub-par picture of quality across the board, they have their work cut out for them.

Customers communication preferences are changing like never before, making digital customer service more and more important. Yet, when looking to improve your digital channels, you will likely come across a number of key challenges.

This methodology by Sabio analyses and extracts actionable information from all customer interactions to facilitate decision making and transformation of customer-centric results through Speech Analytics.

This paper is designed to help evaluate your current contact center as you consider a move to the cloud. Cloud services also support business continuity and disaster recovery in ways premises solutions can’t.

Overwhelming digitization means businesses need to up their emotional quotient and go back to basics of customer communications – the human connection.

As consumers become accustomed to getting help from their personal virtual assistants, they now increasingly prefer to have self-service options when contacting a business for service.

Superior customer service leads to greater growth in revenue. However, what is superior service in today’s marketplace?

This white paper looks at the key ingredients for delivering a five-star CX in the contact centre and understanding and leveraging emotion across customer interactions. Emotion is a key driver for developing strong and lasting customer relationships.

In the early 2000s, as the theft of credit card information began to rise, companies realized that a change was required to protect their and their customers’ data.

Moving your contact center to the cloud is easier and more critical than ever.

Today and for the foreseeable future, the safest and most convenient way to serve customers is on a digital platform of their choice. Digital is where customers are. And the penalties for under-delivering on the service experience on the web, messaging and social channels are steep, including increased service costs, lower customer loyalty and higher customer churn.

Reflections from the Customer Experience Management in Telecoms Global Summit 2020

Many contact centers struggle with creating and maintaining their processes, and getting their agents to actually use them. This drives inconsistency among agents, frustration among team leads and supervisors, and makes it nearly impossible to see where your processes can be improved.

This whitepaper outlines a clear path through omnichannel challenges, shares how much has changed in customer interaction, as well as offers omnichannel best practices and solutions to deliver consistent, personalised customer engagement throughout each journey–and across all channels.

More than ever, your customers judge you by the experiences you give them. To meet these fundamental expectations, you have at your fingertips a weapon whose power you are not yet fully exploiting: data.

For many organizations, the call center is the heart of customer service (CS), the lifeline of communication, and the driving factor in customer experience (CX). Its where customers call in for help and agents call out for sales. As new technologies continue to advance in response to the COVID-19 pandemic, many traditional call centers are evolving into a customer-centric contact center.

What does it mean to be “resilient” in 2020-21? If you want your organization to lead in the New Normal — or the Next Normal or whatever the recovery period is called — what are some steps you can take?

A typical contact center operation has a lot of labor-intensive, error-prone processes. What if agents could eliminate the time they spend on these processes and focus on creating a better customer service experience?

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 realised.

This 2021 Experts Guide will ensure you further embrace the accomplishments of 2020 and also solve the associated challenges, with the goal of creating a more agile Customer Service approach for the new realities of 2021 and beyond!

As automated speech recognition (ASR) technology became more affordable, powerful and reliable in recent years, it has transformed how customers and organizations can interact, drastically improving contact center operations and customer service.

Discover what today’s customers really expect from your business and why providing a more human experience is so essential to customer loyalty. You’ll learn how the right cloud contact center technology can help you deliver more human experiences across every aspect of the customer service journey.

Over the past year, customer satisfaction trends have evolved dramatically—and Calabrio has positioned itself better than any WFO solution to meet these new challenges.

COVID-19 has thrown business strategies into chaos, and customer experience strategies are no different. Indeed, research indicates that nearly all organisations have made major changes to their customer experience strategy as a result of the pandemic.

In the age of remote work, most of the focus has been on how agents – especially those who have never worked remotely before – are adapting. But agents aren’t the only people who have had to navigate this new reality. Supervisors have had to completely transform how they work. In the call centre, it’s critical they have the tools to navigate a new remote world while empowering teams, driving value and improving business performance.

Is your contact centre ready to win with the customers of 2021?

Speech technologies have been marketed to contact centers for nearly two decades. Early speech-to-text (STT) products were slow, inaccurate, and expensive.

The “UK Customer Experience Decision-Makers’ Guide (2020-21 – 3rd edition)” is a major annual report studying the CX strategy, performance, operations and technology aspects of UK organisations.

Welcome to Sabio’s latest CX Realities report. In early December 2020, we invited senior customer leaders from both UK and Spain to share perspectives and stories.

Being a home worker will give you (as a Manager) a different and better perspective on the unique issues and pressures facing colleagues.

The year 2020 will forever be known as the year of tremendous personal and business disruption. The COVID-19 pandemic has taught customer-focused leaders that anything can happen and we have to do everything we can to mitigate the next disaster.

This whitepaper looks at trends and advice to ensure your contact centre stays ahead during an era of accelerated change.

In todays world, customer experience is vital to the success of businesses of all sizes, they need to adapt quickly.

How much do you really know about AI-powered analytics? Have you really tapped into your Contact Center Interactions, and the wealth of information they hold?

This ebook offers five proven strategies that leading contact centers use today to boost agent engagement, improve retention and enhance skill development to engineer better customer experiences from the inside out.

The way businesses operate will change long after the COVID-19 pandemic is over. In one form or another, social distancing is here to stay. And that simple fact alone will have a significant impact on the way business interactions will be managed from here on in.

Making customers happy in today’s environment is not just a good idea - it’s a necessity. A good customer experience means customers are likely to spend more, be loyal and make recommendations to their friends and family.

The UK Customer Experience Decision-Makers Guide is a major annual report studying the CX strategy, performance, operations and technology aspects of UK organisations

Caught in a wider organisational response to the pandemic, contact centre leadership is busily responding to the demands of customer, employee, and organisation. Their combined impact is starting to redesign the way contact centres work. Imagination has been liberated as new responses are urgently demanded.

The aim of the survey was to capture a snapshot view of what contact centres are doing right now – and how things have changed!

How have customer service organisations had to evolve during the COVID-19 pandemic?

Talkdesk has been named a Leader in the 2020 Gartner Magic Quadrant for Contact Center as a Service.

The customer experience (CX) is the last sustainable competitive advantage for today’s businesses — and artificial intelligence (AI) has become mission critical to its success. But how do organisations leverage AI in a way that doesn’t take human connection out of the equation?

HCL needed a solution that would help drive the business forward and the real-time management information within OPX became an essential contribution towards strategic decision making.

The Inner Circle Guides are a series of analyst reports investigating key customer contact solutions. The Guides aim to give a detailed and definitive view of the reality of the implementing and using these technologies, an appraisal of the vendors and products available and a view on what the future holds.

Recruiting the right people is about more than just attracting people with the right skills. A candidate’s office space and security set-up is very important too, as is their motivation to work- from home.

The demand on telecommunications during the COVID-19 pandemic, for both business continuity and personal reasons, has never been higher.

In today’s ultra-competitive business environment, delivering exceptional customer experiences is an absolute must. Your customers are driving the success of your business, and if you fall behind on their service demands, you can quickly fall behind the competition, too.

Do you need help in generating more efficient schedules and automating the challenge of optimizing your net staffing?

As organizations have lost the ability to deliver in-person service, and customers have endured increasingly stressful and complex personal and work scenarios, customer service representatives (CSRs) are even more critical to helping organizations keep those all-important lines of customer communication open.

This white paper is designed to help you evaluate how the Five9 Intelligent Cloud Contact Center can help maintain and fit into your current or developing business continuity plan.

The coronavirus pandemic has had a profound impact on the customer experience (CX). As economies revive and a new business paradigm is established, delivering an outstanding CX cost effectively will again be a core and necessary building block for organizations that want to succeed and differentiate themselves.

ProScheduler WFM is a robust, enterprise-class workforce management system, scalable for your business needs. ProScheduler offers a truly user focused interface and has been proven to improve customer experience, save administrative time and reduce overstaffing and understaffing.

Most thought leaders on the topic of future of work agree that we won’t necessarily be working less in the future, but we will be working differently, and more efficiently, as a result of technology advancements and shifting demographics.

What type of customer experience does your company deliver from outbound to inbound? Is it consistently positive? Are you in control of the conversation? When you start looking at selling as a two-way conversation and not separate outbound sales calls and inbound support interactions, elevating every engagement becomes a real possibility.

Contact centres have already been tested in terms of a frenzied pivot to homeworking and coping with significant fluctuations in customer demand. Digital first agendas have moved into the fast lane. Self-service and proactive customer engagement are being scaled to protect the limited availability of live assistance.

Having the right KPIs and objectives in place, as well as the tools to track and take immediate action, is paramount for contact centers to guarantee customer experience (CX) excellence and operational efficiency.

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.

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?

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.

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.