For most UK organisations, the Net Promoter Score (NPS) remains the primary method of measuring customer…
Category: – Downloads
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…
Take Part in the UK Contact Centre Decision-Makers’ Guide
The 2017 UK Contact Centre Decision-Makers’ Guide (15th edition) With insights built on hard data, the…
2017 UK Contact Centre Decision-Makers Guide
The 2017 UK Contact Centre Decision-Makers’ Guide (15th edition) With insights built on hard data, the…
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…
Global Contact Centre Market 2016: Industry Statistics
Global Contact Centre Market 2016: Industry Statistics, valuable source of guidance and direction for companies and…
Download: Pindrop 2017 Call Centre Fraud Report
2017 Call Centre Fraud Report – UK falls victim to international criminal gangs as borderless phone…
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…
Murder Investigations Help Improve Contact Centres!
How Learning From Murder Investigations and Police Major Incident Command Can Help Improve Contact Centres and…
Ultimate Guide to Unleashing Service Excellence with Smart Metrics
How about some insightful reading? Download a complimentary eBook designed to help you build outstanding customer…
The State of Workforce Management in Contact Centres – 2017
The State of Workforce Management in Contact Centres – 2017 It’s all about change. Change is…
Call Centre Know How Release Training Manual for Contact Centre Industry
Call Centre Know How Announces Release of Impressive New Training Manual for Global Contact Centre Industry…
eBook: Engage With Customers In An Ultra-Connected Era
eBook: Engage With Customers In An Ultra-Connected Era Whether you’re a small retailer or a massive…