Migrating communications systems to the cloud has been one of the dominant trends in the European…
Category: – Downloads
Making Business Sense of the Voice of the Customer
Making Business Sense of the Voice of the Customer – Helen Murray Chief Customer Solutions Officer…
CCMA – Contact Centre Survey 2015
The CCMA are inviting organisations with 10 or more UK agent positions to take part in…
Rostrvm Solutions’ Contact Centre Calculator app
Rostrvm Solutions, the UK contact centre software provider, has launched a handy and useful contact centre…
Videlica Report Highlights Failure to Tackle Call in Queues
Videlica report highlights that keeping customers waiting in phone queues costs UK businesses an estimated £3.7…
ContactBabel – Inner Circle Guide to Cloud-based Contact Centre Solutions
ContactBabel Analyst report: Cloud-based Contact Centre Solutions definitive 2012 “Inner Circle Guide to Cloud-based Contact Centre…
Sabio White Paper: Customer Contact Technology Trends 2015
White Paper: Customer Contact Technology Trends 2015 – Transforming contact centre performance by taking advantage of…
Cloud adoption now a strategic business decision
Cloud adoption now a strategic business decision, about more than just technology Independent research shows cloud…
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…