White Paper: Customer Service Performance Checklist

White Paper: Customer Service Performance Checklist Have you fallen into some bad habits when it comes…

Delivering Customer Service in the Digital Age

Enghouse Interactive White paper – Delivering Customer Service to contact centres in the Digital Age To…

Employees Ready to be Empowered by Automation Tech

75% of responses indicate employees believe Robotic Process Automation will improve their performance, reduce errors, grow…

Are Customers Losing Patience with your Customer Service?

Are customers losing patience with your customer service? White Paper from 8×8 ‘Importance of Customer Service…

What’s Happening with AI in the Contact Centre?

Visit any typical contact centre today and one thing is constant: the sheer number of people…

White Paper: Employee Engagement In The Contact Centre

Employee Engagement In The Contact Centre – Genesys White Paper Today, it is rare to read…

White Paper: Are you Ready for Generation Z?

The influence of Generation Z in consumer purchases has been evident for over a decade as…

Whitepaper: Designing and Delivering Customer Journeys

It’s the age of the empowered, omnichannel consumer. Armed with multiple devices, consumers use multiple interaction…

The State of Digital Care 2018 in the Contact Centre

Conversocial have published their White Paper ‘The State of Digital Care 2018’ A comprehensive analysis of…

White Paper: Analyzing and Shaping Customer Journeys

Altocloud White Paper: Analyzing and Shaping Customer Journeys When you can anticipate customer needs, you can…

Whitepaper: Card Fraud – It’s time to Act

A practical guide to protecting businesses from fraudsters has been produced by leading communications company Ultracomms…

White Paper: Extracting Calls from Old Call Recorders Checklist

Whether you need access to old call recordings for compliance reasons (FCA, MiFID II) or for business…

White Paper: Cloud-based Technology in Contact Centres

7 Reasons why it pays to Invest in Cloud-based Technology in Contact Centres Every organisation wants…

Avoid Customer Churn with Cloud-Native Contact Centres

Avoid Customer Churn and Increase Revenues with Cloud-native Contact Centres – Frost & Sullivan whitepaper finds…

UK Retail Customer Experience Failing To Improve

UK Retail Customer Experience failing to improve with nearly 50% of queries left unanswered Eptica study…

Artificial Intelligence is Changing the Contact Centre

How are Artificial Intelligence & Virtual Assistance Changing the Contact Centre? Over the last 5 years,…

Why You Should Use Tech to Shield Payment Card Data

Contact centres should use new technology to shield payment card data from call centre agents &…

7 Key Steps to Achieving Customer Service Excellence

7 Key Steps to Achieving Customer Service Excellence in the Service Industry Over the last few…

Customer Acquisition vs Retention and Google Ad Words

Can you guess what is the most expensive keyword bid, in the UK via Google Adwords? Or,…

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