All Consumers Want is Responsive Customer Service
New YouGov Research Shows Consumers of All Ages Want Responsive Customer Service and Data Security Nearly two-thirds would pay more…
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The Inner Circle Guide to Customer Interaction Analytics
“The Inner Circle Guide to Customer Interaction Analytics”, the 4th edition of the definitive research into the use of contact…
2019 Contact Centre WFM Benchmark Report
The Current State of Workforce Management in the Global Contact Centre Landscape injixo 2019 Contact Centre WFM Benchmark Report How…
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 – Value of Speed’…
Customer Experience Puts Pressure on Contact Centre Agents
New Study Reveals Heightened Complexity of Customer Experience Increases Pressure on the Front Line contact centre agents Every day, contact…
Ways Amazon Connect Will Transform Customer Service
Download the guide: 3 Ways Amazon Connect Will Transform Your Customer Service Capabilities Amazon Connect is providing businesses with a…
White Paper: Intelligent Chatbots in Contact Centres
White Paper Download – Intelligent Chatbots in the Contact Centre The development of Artificial Intelligence (AI) over recent years give…
Inner Circle Guide AI & Chatbots in Contact Centres
The Inner Circle Guide to AI, Chatbots & Machine Learning in the contact centre “The Inner Circle Guide to AI,…
The World is Going Digital And There’s No Escape
The world is going digital. And there’s no escaping it. Disruptive times lay ahead. And for those willing thrive with…
De-scoping from PCI DSS in the Contact Centre
De-scoping from PCI DSS in contact centres: DTMF masking becomes the new standard The third edition of Syntec’s FREE research…
Map Your Contact Centre Environment to the Customer Journey
eBook: Map Your Contact Centre Environment to the Customer Journey Consumers want a valued interaction and not to be treated…
DTMF Masking The New standard in MOTO Payment Security
Latest research and PCI guidelines confirm that DTMF masking is the new standard in MOTO telephone payment security – Simon…
Ultracomms Warns Contact Centres to Review Payment Security
Ultracomms warns contact centres to review processes as telephone payment security watchdog issues strict new guidelines Ultracomms, a leading provider…
Five Habits of Highly Effective CX Professionals Revealed
The five habits of highly effective CX professionals revealed in new industry report – State of Customer Experience 2018 survey…
UK Insurance Contact Centres See Rise in Email Volumes
UK insurance contact centres see rise in email volumes with 94% of UK insurers expect to implement web chat by…
Midsize Contact Centres in Transition – Global Research
Midsize Contact Centre in Transition: 5 Key Takeaways from IDC Research Earlier this year, Genesys commissioned IDC to conduct original…
Global Study Reveals Digital Channel Use Gaining Ground
NICE inContact Global Study Reveals Digital Channel Use Gaining Ground – And It’s Not Because of AI Chatbots (Yet) CX…
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 involved. Visit any modern…
White Paper: Employee Engagement In The Contact Centre
Employee Engagement In The Contact Centre – Genesys White Paper Today, it is rare to read HR or management press…