An Outlook on Outsourcing: 7 Challenges Contact Centres Face Today The challenges that outsourcing contact centers…
Category: – Downloads
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…
ContactBabel: The 2018 UK CX Decision-Makers Guide
The 2018 UK CX Decision-Makers Guide is based on hundreds of surveys with UK organisations, and…
Consumers Demand Better & More Detailed Answers from Brands
UK consumers demand better, more detailed answers from brands – or they’ll move to rivals 94%…
Move Your Contact Centre to the Cloud with Confidence
Genesys eBook: Move your contact centre to the Cloud with Confidence If you are considering the…
The Inner Circle Guide To Cloud-Based Contact Centre Solutions
The Inner Circle Guide To Cloud-Based Contact Centre Solutions The Cirrus Sponsored Inner Circle Guides are…
Improving Customer Experience & NPS Through Quality Assessment
Scorebuddy ebook Download – Improving Customer Experience & NPS Through Quality Assessment – Measuring call cente…
KURA White Paper: The Future Workforce – Leaders are you Listening?
Kura and Inisoft are pleased to offer you a complimentary copy of their new white paper…