New research says employee motivation levels are on the decline with 29% saying they aren’t motivated…
Category: – Downloads
Why You Should Consider WFM in the Cloud
Now Leaving Your Premises: Why You Should Consider Workforce Management in the Cloud The many financial,…
ContactBabel – Contact Centre Decision-Makers Guide 2018
Make smarter decisions to improve customer retention Customer experience directly affects customer retention. Find out more…
Financial Services Contact Centres set to invest in Technology
UK financial services contact centres set to invest in web chat, analytics and customer authentication technology…
White Paper: Are you Ready for Generation Z?
The influence of Generation Z in consumer purchases has been evident for over a decade as…
Contact Centre Employees: Hold On To What You’ve Got
Dick Bucci, principal consultant at Pelorus Associates, explores eight ways to retain top employees by humanizing…
eBook: 7 Challenges Contact Centres Face Today
An Outlook on Outsourcing: 7 Challenges Contact Centres Face Today The challenges that outsourcing contact centers…
Whitepaper: Designing and Delivering Customer Journeys
It’s the age of the empowered, omnichannel consumer. Armed with multiple devices, consumers use multiple interaction…
2018/19 UK Contact Centre Decision-Makers’ Guide
The 2018/19 UK Contact Centre Decision-Makers’ Guide (16th edition) With insights built on hard data, the…
Avoid Multi-Channel Mayhem for Effective Customer Service
With a multitude of customer engagement channels today, it is difficult for companies to know where…
10 Reasons to Consider Hosted Workforce Management
10 Reasons to Consider Hosted Workforce Management – Hosted WFM white paper from Business SystemsThis latest…
ContactBabel 2018 UK CX Decision-Makers’ Guide
“The 2018 UK CX Decision-Makers’ Guide”, based on surveys with 246 UK organisations and 1,000+ interviews…
Human Nature Drives Customer Loyalty in a Digital World
New Calabrio Study Finds Human Nature Drives Customer Loyalty in a Digital World Results show organisations…
White Paper: Analyzing and Shaping Customer Journeys
Altocloud White Paper: Analyzing and Shaping Customer Journeys When you can anticipate customer needs, you can…
The European Contact Centre Decision Makers’ Guide
The European Contact Centre Decision Makers’ Guide “The European Contact Centre Decision Makers’ Guide” is a…
ttec eBook: Don’t Fear Bots in Your Contact Centre
EBook Download – Don’t Fear Bots in Your Contact Centre For most industries, it’s not a…
8 Top Tips to Make Self-Service a Success
Self-service is growing and has a far greater role to play than simply reducing the number…
Agents Have Difficulty Getting through to Management
A study by KURA of frontline contact centre agents has highlighted their extraordinary difficulty in getting…
How Contact Centres Can Recruit & Retain Agents
New guide explains how contact centres can recruit and retain talented agents A new insight guide…