Social media as a contact centre channel is set to grow 32% per annum until 2017.…
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Tripudio Cloud Based IP Telephony Whitepaper Now Available
Tripudio Cloud Based IP Telephony Whitepaper Every business, start-up or enterprise, is challenged with increasingly changing…
White Paper – “Are you listening to your customers?”
White Paper – “Are you listening to your customers?” – Nigel Olding – Product Director –…
Big Data needn’t be as complex or costly as it might appear
Helen Murray, Chief Customer Solutions Officer for leading customer engagement provider, Webhelp UK, argues analysing Big…
Increased Use of Sorry Indicators of Poor Customer Service
Special Report on Behavioural Cues Finds that Politeness Has an Impact on Customer Satisfaction; Overall Global…
PCI Compliance White Paper published by Encoded
PCI Compliance White Paper – Telephone Payments & PCI DSS By Rob Crutchington – Director at…
Three Tools for Inside Sales Success
Inside Sales may be one of the most exciting growth areas in many companies especially contact…
Ways to enhance Customer Experience (CX) through your Mobile channel
Top 5 ways to enhance CX through your Mobile channel Customer Experience (CX), satisfaction and loyalty…
Storacall – Cost effective call recording for contact centres
Storacall have over 45 years experience in the development, implementation and support of contact centre call…
Contactbabel UK Contact Centre Decision-Makers Guide
Contactbabel UK Contact Centre Decision-Makers Guide ContactBabel are inviting organisations with more than 10 UK agent…
Recording Made Easy – Free Guide to Call Recording
In the past larger companies and organisations have mainly required call recording, but with ever increasing…
2014 Best Practice Guide for customer contact leaders
The Best Practice Guide, published by the Professional Planning Forum, is packed with outstanding case studies,…
The problem with customer service metrics
No matter the sector or business, the word ‘metrics’ always sparks lively debate. This is particularly…
IVR self-service session costs 6 times less than a call to an agent
Visual IVR set to give telephony self-service a shot in the arm New research published by…
Synthentix asks how to choose the right customer service software vendor
In today’s omni-channel world, consumers now expect to be able to seamlessly move from one customer…
Unlocking the benefits of voice biometrics
How contact centres can improve security while reducing customer frustration and cutting time agents spend on…
1 in every 25 jobs in the UK is within the contact centre industry
But what does the future hold? “UK Contact Centres in 2014: The State of the Industry…