White Papers

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

Equiniti were looking for a flexible system that would help them achieve efficient utilization of their CEC workforce and improve employee engagement particularly around shift patterns and preferences. This case study shows how they decided that Teleopti from Business Systems […]

Connect offers a range of fully customized consultancy packages for contact centre optimisation. We start by understanding your business issues, and we then view you from your customer’s perspective to provide insight. Download our Contact Centre Consultancy brochure to learn […]

Are you looking to upgrade your quality management capabilities? Leading quality management solutions provide better automation, analytics insight, and reporting capabilities than ever before, delivering a substantial return on investment.

We know customers have gone digital. Less talked about is the fact that today’s contact center agent workforce is also digital. However, these agents are stuck with phone-centric desktop tools from the 1990s. The solution? The digital desktop.

Keeping up with industry trends is how you identify opportunities to gain an advantage. Read this e-book for insights and ideas you can apply to transform how you operate your contact centre and deliver a customer experience that stands apart.

This case study shows how a contact centre provider, handling thousands of customer contacts on a daily basis, was able to improve customer outcomes, set intelligent KPIs for their agents, and simultaneously reduce overall contact volume.

Engaged agents are committed to do more for customers and stay with your organization. Therefore, these agents have high performance and retention rates. Add empowerment and you have your dream team. Let’s explore how to turn this dream into reality…

Zen Internet has grown into a company that provides a full range of data, voice and hosting services to business and residential customers across the UK. This case study shows how they made the decision to go with Teleopti from […]

The way we communicate in the workplace has changed. For today’s 24/7/365 workforce, ‘always-on’ communication for employees, customers and partners is vital for business success. Download our free Microsoft Telephony Solutions guide to learn more.

Clutter on agent desktops is a problem. It causes agent frustration, lengthens handling times and damages quality of service. But with agents constantly switching between tools, what can be done? This report highlights five innovative ways to combat the issue.

Your contact centre needs to work hard to stand out and positively impact customer retention and satisfaction. By leveraging solutions such as quality management, you can pinpoint areas for improvement and position your contact centre to deliver outstanding customer experiences.

This white paper outlines 3 key strategies to achieve sustainable business success by using workforce management (WFM) technology to power CX and employee engagement.

To provide the level of support expected by today’s consumers, it’s increasingly important that contact centres have the ability to scale up. Read on to find out how Amazon Connect is providing businesses with a genuinely scalable and cost-effective solution.

This guide shares tips, tricks and best practices that can help you to choose and then improve the most critical KPIs within the contact centre, all in an effort to drive towards a better customer experience.

This eBook looks at agent performance and identifies areas where training can dramatically improve call centre activity as it works towards the goal of customer delight.

Lifeplus delivers great customer service, so when they experienced rapid growth, they sought Bright’s guidance on how to maintain great customer satisfaction This case study shows how Lifeplus uses customer satisfaction insights to maintain a Bright Index top 25% position.

Consumers want a valued interaction and not to be treated like a number that has to be dealt with quickly. In this ebook, you will learn how to map your customer journey and mistakes to avoid including customer pain points.

The future-ready contact centre is one that is informed of its customers’ needs and wants, and is able to keep up when customers change communication channels. This guide focuses on how to future-proof your contact centre.

Artificial intelligence is being used in many ways to improve customer experience, and innovative new use cases are emerging all the time. This paper provides real use cases of engagement analytics & automation for contact centre success.

Contact centres play a significant role in building and maintaining a brand’s reputation, with an increasing number of customers calling for high-touch, complex engagements or for remediation of digital failures.

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