To help demystify the subject, a twenty-page booklet entitled ‘Guide to Call Recording’ is available from…
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Top 10 tips How to Improve Contact Centre Performance
Top 10 tips on How to Improve Contact Centre Performance and Customer Experience – VoiceSage Customer…
Avoid Customer Churn with Cloud-Native Contact Centres
Avoid Customer Churn and Increase Revenues with Cloud-native Contact Centres – Frost & Sullivan whitepaper finds…
White Paper: Are you a Customer Service Leader or Laggard?
New White Paper – Are you a Customer Service Leader or Laggard? A leader’s perspective on…
Survey: Customer Service Expectations & Preferences
IMImobile Consumer Interaction Research finds that 68%of consumers prefer customer service over digital messaging channels. Latest…
Who Can you Really Trust with your Contact Centre Tech?
Trust is a rare commodity in these days of ‘fake news’, dodgy diesel emissions and less-than-honest…
Deploying Robotic Process Automation in Contact Centres
Deploying Robotic Process Automation in Contact Centres Improves Customer Engagement and Business Workflows Frost & Sullivan…
Guide to Improving your Contact Centre Net Promoter Score
For most UK organisations, the Net Promoter Score (NPS) remains the primary method of measuring customer…
The Future of the Contact Centre – The role of Agents
The Future of the Contact Centre – The Transitioning Role of Agents to Knowledge Experts Technology…
Eighty-Five Percent of Contact Centres Want Artificial Intelligence
Research report examines how contact centres are adapting to new innovative technologies, such as Artificial Intelligence…
White Paper: PCI DSS in Contact Centres
Syntec release White Paper: De-Scoping Contact Centre Worldwide The updated report presents the findings of Syntec’s…
Business Systems – The State of Quality Monitoring 2017
INTRODUCTION The relationship between customer satisfaction, revenue and cost to serve has been well established by…
The State of Customer Experience 2017 – Download
The State of Customer Experience 2017 – Digital interaction will overtake voice by 2020, but is…
Business Systems – Automation in Customer Service
Business Systems – White Papers & Guides Automation in Customer Service Report – 2017 It’s a…
Injixo – How To Successfully Acheive Service Level
Download now, FREE eBook Offer How to successfully achieve Service Level 42 point checklist for call…
The Inner Circle Guide to Customer Interaction Analytics
“The Inner Circle Guide to Customer Interaction Analytics” is a major independent analyst report, aimed at…
UK leads Europe in IoT-Enabled Customer Experience Readiness
UK leads Europe in IoT-Enabled Customer Experience Readiness Genesys and Frost & Sullivan publish study on…
ContactBabel: The Inner Circle Guide to Self-Service
The Inner Circle Guide to Self-Service is a major independent analyst report, aimed at providing customer…
Inner Circle Guide to Multichannel Workforce Optimisation
“The Inner Circle Guide to Multichannel Workforce Optimization” is a major independent analyst report, aimed at…