Cloud adoption now a strategic business decision, about more than just technology Independent research shows cloud…
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PCI DSS Compliance in the Contact Centre Guide
PCI DSS Compliance in the Contact Centre Guide; With fines for PCI non-compliance potentially running into…
Netcall Guides to delighting customers in today’s multichannel contact centre
Netcall Guides to delighting customers in today’s multichannel contact centre How customers interact with you is…
Marketers No Closer to Understanding Customer Journey
Mapping the customer journey in the contact centre isn’t that straightforward; new research reveals a lack…
How Contact Centres are using Quality Monitoring
How Contact Centres are using Quality Monitoring When your agents are successful your contact centre will…
Contact Centres looking to nearshore locations
Contact Centres – Attractive Benefits Draw UK Contact Centres to Scotland, Ireland, Northern Ireland – New…
From call centre to a multi-channel contact centre
Genesys: Evolve from a call centre to a multi-channel contact centre – Top 10 Strategies for…
Expolink Guide to Web Chat in the Contact Centre
Expolink ‘The Insiders’ Guide to Web Chat in the Contact Centre. If you think web chat…
Cirrus – Delivering the Experience Customers Deserve
Why is the Customer Experience so Important? Whereas running an efficient and effective contact centre is…
ICMI Report: How to Create a Flawless Call Centre Customer Experience
ICMI Report; ICMI have released a contact centre whitepaper ‘Insider Perspectives on Removing the Roadblocks to…
Customer Service Technology shunned by Contact Centres
Voice biometrics, gamification and video technology have been hot topics in the contact centre industry in…
UK Contact Centres in 2015
1 in every 25 jobs in the UK is within the contact centre Industry but what…
ContactBabel – UK Contact Centres in 2015: The State of the Industry & Technology Penetration
1 in every 25 jobs in the UK is within the contact centre industry according to…
How to Improve Customer Contact Performance and Deliver Great Customer
Customer engagement in today’s multi-channel environment is challenging and sometimes considered complex, but it really doesn’t…
Webhelp UK – Omni-channel simplified: Three easy steps to success
There is a simple concept at the heart of omni-channel thinking; to understand what customers want…
Ormuco – What can you do to prevent Cyber Security Breaches in your contact centre?
As the cost of cyber security breaches significantly increase, Ormuco Communications issues its “Overview to Global…
The Voice – Sinclair Voicenet’s Newsletter
Workforce Optimisation The latest Workforce Optimisation tools enable organisations to ensure that agents with the right…
Inside the Minds of Your Customers [Survey Results]
Don’t Miss These Survey Results What do consumers really think about customer service today? How do…