White Papers

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

The average call centre only listens to and is capable of monitoring just 3 to 4% of its contacts. This white paper includes tips for how to take speech analytics further with contact analytics.

What can contact centres do to make themselves more desirable and ‘preferred’ places to work, with high staff engagement? This white paper looks at 20 strategies and initiatives to improve employee engagement in the contact centre.

Virtual assistants are playing an important role in digital commerce and customer care strategies, particularly for organisations looking to deliver engaging customer experience. This White Paper includes 6 aspects of virtual assistants, including key factors, successful deployments and ongoing support.

A study to take a look at modern WFM practices, challenges, and future plans. This white paper shares how leaders can gain an understanding of workforce management in the contact centre and use these findings within their own organizations.

The study, commissioned by 8×8, canvassed the views of 1,095 local government staff in the UK. This white paper explores attitudes to new technology adoption in local government across the UK.

Today’s customer expects a lot for their loyalty. Reactive customer service is therefore yesterday’s game plan. This white paper looks at how you can readjust your ambitions and strategy and embark on a journey of working smarter not harder.

Call centres today are faced with challenges that demand attention to improve results for customers. This survey of call centre managers and executives in the US and the UK checks on the current state of priorities and areas for improvement.

Finding the PCI-DSS Balance UK Contact Centre Survey Autumn 2016 An IPI Insights survey of the UK contact centre industry suggests that whilst most organisations are addressing the issues of PCI-DSS, many have substantial implementation challenges ahead.

For customer-experience professionals busy crafting multichannel journeys for their customers, it’s critical that actual consumer usage patterns are placed at the heart of any strategy.

Companies that excel at digital customer care reap impressive rewards. This eBook provides insight into how you can revolutionise your customer experience and deliver next-gen digital customer service.

Performance management can align an entire firm, from frontline employees to executives, around a central mission and goal. This white paper shares contact centre best practices – to replace outdated performance metrics, segment employees, implement gamification, and optimise employee engagement.

Delivering continuous improvement is a business imperative, regardless of your size and complexity. This white paper looks at customer challenges, how to approach any improvements and make positive changes to your customer service.

Research shows 55% of consumers who intended to make a purchase change their mind because of poor customer service. This white paper looks at how the power of conversation can transform customer service, business opportunities and employee engagement.

Technologies such as robotic process automation and back-office workforce optimisation have been developing adjuncts to the front and back office, but are fast ramping up the adoption curve. Read on to find out how RPA can provide some quick “wins”.

Goals Hastoe Housing needed a multi-media contact centre solution that would flex and grow with the changing needs of their customers

Business Systems have teamed up once again with The Forum. This white paper looks at how effective Quality Monitoring and Management still plays an extremely important role for contact centres in the UK.

Customers are expecting immediate feedback when they contact a business on Twitter, Facebook, or other social channels. Read on to find out if your contact centre is set up to handle the unique nature of such interactions.

Want to know how to risk-proof your contact centre and avoid hefty fines for non-compliance? This guide will help you understand how interaction analytics can provide an innovation edge against compliance violations and help you reduce the risk of fines.

The agent desktop plays a crucial part in customer service. However, the required functionality has dramatically changed over the past decade. In this white paper mplsystems has summarised 4 key factors that they believe define a true unified desktop.

For the ninth year, Genesys has been positioned as a leader in the 2017 Gartner Magic Quadrant for Contact Centre Infrastructure, Worldwide. Read on to find out how Gartner defines Contact Centre Infrastructure and how all of the vendors compare.

 
 
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