COVID-19 UPDATE. Coronavirus articles - Setting up a Contact Centre - Increased Contact Volumes. Suppliers of Cloud Solutions, or Homeworking.

White Papers and Latest Resources

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


Download this whitepaper to learn why its critical to use a Unified Quality Management Solution.

DMG has compiled a list of practical and actionable practices that can help contact centers manage through the pandemic. The practices are separated into the following 4 categories: communication, systems, operations and employee engagement.

It’s safe to say that no one anticipated how much our lives would change in a matter of weeks. The threat of COVID-19 has forced organizations to rapidly shift toward a workfrom-home model, and no on quite knows how long this shift will last.

There are numerous reasons for scoring the quality of customer interactions, but the most common being to provide quality assurance, give feedback to Agents and improve performance.

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.

Mismatches in staffing and demand are a key cost driver for most contact centers, which often find themselves with too few or too many employees on the clock.

As companies and governments are increasingly asking employees to work from home due to the COVID-19 (Coronavirus) outbreak,

This eBook will address many of the workforce considerations that play into the overall customer experience, as well as explore how Aspect can help you find and fill the gaps that may exist in your current technology solution.

Armed with the information in this guide, you will be better equipped to understand the considerations necessary to determine if a cloud-based contact center is right for your organization.

In this eBook, we delve into the potential of telephony as part of a wider service strategy, supporting your ability to win new business and retain clients.

Contact centre leaders know that an effective agent experience strategy and program are essential to providing quality customer service.

Frost & Sullivan surveyed 600 senior executives across various industries to uncover insights on midsized call centers’ approach toward CX delivery excellence, the role of CX in business, perception of technology.

In an age of declining trust in marketing and advertising, it is current customers who are increasingly the voice of your brand.

In this whitepaper, you’ll learn how to develop a quality framework with an approach that will deliver real improvements to your QA process.

This eBook will walk you through some of the most important features in an effective performance management system and help you identify which areas could benefit your organisation the most.

For this e-book, Serenova interviewed industry analysts and their own customers and prospects to identify the six most critical contact center trends that will emerge in 2020 and deserve attention now.

Do you want to benchmark your contact centre against others and be in with a chance of winning a Smart Home Controller?

This study will help you adopt forward-looking, customer-centric approach to the contact center.

Personas are an often-neglected or misunderstood element of customercentric service design. This guide aims to meet a real need for practical advice and guidance by helping organisations develop effective personas that will enable outstanding customer experiences.

This eBook is packed full of great ideas to help improve your contact centres resource planning, right across the year.

Amy Scott produced this guide to explain what service design is and how it can help you deliver outstanding customer experiences.

This Tip Sheet includes a list of benefits that will help you to decide if now is the right time to level up to a cloud call center.

Agent satisfaction is vital for customer experience - however, many contact centre leaders are challenged to keep agents motivated and engaged for the long-haul.

Download this whitepaper to learn what AI Sentiment Analytics is doing today to revolutionize Quality Management, process, and product improvements, and read on to understand how AI Sentiment analytics is just the first of many AI tools that accelerate time-to-insight and improved customer understanding.

In this white paper, we look at why a modern Contact Centre needs a Workforce Management solution to remain competitive whilst effectively managing costs and maintaining operational efficiency.

This guide explores key findings of Self-Service Automation, including speech technology and cloud based solutions and much more.

This whitepaper provides insight and practical suggestions on how to design an effective contact strategy based on modalities (voice, text, video) and engagement options (live assistance, self service, proactive service).

This eBook covers a spectrum of cloud solutions and services that accelerate time to value and new revenue, and unleash the power of great customer experiences

Two areas are vital to achieving business success that endures over the long-term, these are effective customer experience (CX) and employee engagement.

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.

In this whitepaper, we’ll discuss the importance of Voice of the Customer (VoC), how to measure it with data-driven strategies and tools to uncover value and transform CX for bottom-line impact and increased brand loyalty.

The guide tackles a vital topic for any organisation that wants to offer outstanding customer experience – Customer Journey Mapping.

This eBook will dispel the myths surrounding cloud contact centres – focusing on smaller operations with 50 or fewer seats.

This guide is designed to show you how, by identifying 10 different ways the engagement data captured and analysed from your call centre can transform your organisation’s performance and results.

The results are officially in and you can now download our popular, annual report that delves into the current state of the contact centre industry.

By 2020, many companies will be competing on the basis of customer experience (CX) and the contact centre plays an ever-increasing role in this.

in the age of the digital consumer, organisations are rapidly adopting a customer-centric approach to managing customer relationships.

Consumers want to have the peace of mind that companies they do business with are safeguarding their sensitive data. This White Paper looks at The Payments Challenge

A great customer experience is a key competitive differentiator that not only builds loyalty, but also drives ongoing sales and revenue.

Contact center success ultimately hinges on the ability to effectively identify, measure and achieve key performance indicators (KPIs). This Contact Center KPI and Benchmarking report, explores how to appropriately define and measure success and the trends across common metrics.