The Leading Contact Centre Magazine

White Papers

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

Fraud is on the rise across customer-facing interaction channels. This white paper examines the challenges that organisations face and how voice, behavioural and biometrics successfully detect and prevent fraud while improving customer experience by reducing effort for legitimate customers.

Studies have shown that it’s emotional satisfaction that is especially important. This white paper looks at emotions, how they influence behaviour, their relevance to customer experience outcomes and specifically how all this translates into the daily life of customer interaction.

Forward-thinking contact centre leaders recognise the potential value of voice of the customer data.. What does it take to truly harness your customer data and become a voice of the customer superhero? Download the ebook to find out.

Call centres are expected to continuously improve the customer experience. Today, they are expected to reduce costs too. This case study illustrates how Real Time Resolutions successfully implemented Interaction Analytics to significantly reduce costs and increase customer contact.

Is your contact centre prepared to stop current customer churn and adapt to take on future challenges? Get the ebook to find out how to use your customer interaction data to claim your spot at the executive table.

This report reveals how consumers prefer to interact with a business, what they value most when engaging with a business, what personal information they are willing to share and what businesses miss when it comes to delivering an exceptional experience.

More companies are understanding that call centre quality assurance is critical to customer experience and that they must move past outdated tracking and recording methods. This guide outlines how a good customer experience is dependent on the right tool, training, […]

Analytics is one of the more versatile and powerful innovations that has become available to contact centres. This white paper explains how interaction analytics creates value and rapid ROI with examples from real-world deployments.

The link between agent productivity and contact centre performance is real. This white paper outlines 7 ways to motivate staff and improve contact centre performance using the latest cloud-based technology.

How to bridge silos for a better customer experience. In this guide, you’ll learn how to transcend the IVR-to-digital gap and move the right callers to the right digital channels so you can enhance the customer experience while cutting costs.

The agent desktop plays a crucial part in the delivery of customer service. However, the required functionality for an agent desktop has dramatically changed over the past decade. This ebook summarises 4 key factors that define a true unified desktop.

This Customer Experience (CX) Transformation Benchmark reports on some of the most recent customer service experiences across 11 different channels.

Extracting and interpreting the data that matters to us, and our business, is becoming more difficult. Download this white paper to learn nine ways CMOs & CXOs should use contact centre analytics to stay ahead of the curve.

Electricity and gas suppliers are amongst the top churning sectors in the CallMiner Index. This white paper reveals how utilities are driving customers away for completely avoidable reasons – and it’s costing billions. Read more to find out.

Our customers are now expecting, and demanding, much more from customer service. This paper will analyse what factors influence customer perception of the quality of service delivered, how we measure it and ways service businesses can improve customer service excellence.

Cybercrime is on the rise, and in a business environment where customer calls are ever more sensitive, making valuable conversations secure is vital. Read how Jabra meets this challenge head-on, taking communication security to the next level with the Engage […]

Aspect surveyed the inbound customer service capabilities of 1000+ companies across North America and Europe. See what the “secret shoppers” found out about these companies and where the opportunities lie for those who wish to stand out from the crowd.

Use Case: Improve ability to monitor and train new agents Business Impact: Reduced coaching time, increased number of agents coached each week and improved average sales closing rate.

The shift to cloud is in full swing at an explosive level. Is your organisation ready to follow suit? This ebook is a must-read for leaders who are interested in moving their contact centre to the cloud.

What is the main role of a Chief e(X)perience Officer (CXO)? To make the customer experience a strategic pillar of the company. This white paper looks at the role and asks: does your business need a Chief Experience Officer?

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