COVID-19 UPDATE. Essential Reading - Coronavirus articles - Setting up a Contact Centre - Dealing with Increased Contact Volumes. Find suppliers of Cloud Solutions, or Homeworking.

Archived White Papers

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

Join our industry experts on a series of 15 minute webinars delivering practical advice on maintaining service quality and agent motivation whilst operating remotely. Each episode covers one of the challenges experienced by remote teams and provides guidance and solutions […]

Contact centre leaders know that an effective agent experience strategy and program are essential to providing quality customer service. But what are contact centres doing to increase agent satisfaction and improve engagement? And what could they be doing better?

Frost & Sullivan surveyed 600 senior executives across various industries to uncover insights on midsized call centres’ approach toward CX delivery excellence, the role of CX in business, and perception of technology. This white paper focuses on how they are […]

A checklist of 16 questions on reducing agent effort including explanations and links to articles.

In an age of declining trust in marketing and advertising, it is current customers who are increasingly the voice of your brand. Keep them happy and they are your ultimate marketers.

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

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 organization the most.

In this white paper, you’ll learn how to develop a quality framework with an approach that will deliver real improvements to your QA process. Your team, your organization and your customers will benefit from a quality scorecard that measures, manages […]

This short guide will give you 5 steps to transform your existing information into something highly visual that’s easier to consume and comprehend, leading directly to increased productivity and more efficient teams.

This study will help you adopt a forward-looking, customer-centric approach to the contact centre. You’ll learn which trends to embrace, which “worst practices” to overcome, and how to make the most of opportunities in omnichannel, automation and customer intelligence.

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

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

This ebook will act as your guide to becoming a contact centre that thrives on agent empowerment. By implementing the 7 changes outlined in this ebook, you’ll see improvements across your whole cycle of data.

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 centre.

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

The importance of improving the agent experience is often overlooked. This toolkit will provide you with a framework that you can use to enhance your agent experience while improving the overall effectiveness, and impact of your contact centre.

Download this white paper 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 […]

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

Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox.