The Contact Centre Manager Handbook to Agent Happiness
The contact centre Manager Handbook to Agent Happiness – Evaluagent A guide by Evaluagent for leaders and managers in the…
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White Paper: PCI DSS in Contact Centres
Syntec release White Paper: De-Scoping Contact Centre Worldwide The updated report presents the findings of Syntec’s investigation into how contact…
Business Systems – The State of Quality Monitoring 2017
INTRODUCTION The relationship between customer satisfaction, revenue and cost to serve has been well established by many over the recent…
The State of Customer Experience 2017 – Download
The State of Customer Experience 2017 – Digital interaction will overtake voice by 2020, but is the contact centre industry…
Business Systems – Automation in Customer Service
Business Systems – White Papers & Guides Automation in Customer Service Report – 2017 It’s a new era and one…
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Injixo – How To Successfully Acheive Service Level
Download now, FREE eBook Offer How to successfully achieve Service Level 42 point checklist for call centre superstars! Part 1/2…
The Inner Circle Guide to Customer Interaction Analytics
“The Inner Circle Guide to Customer Interaction Analytics” is a major independent analyst report, aimed at providing customer contact professionals…
UK leads Europe in IoT-Enabled Customer Experience Readiness
UK leads Europe in IoT-Enabled Customer Experience Readiness Genesys and Frost & Sullivan publish study on Internet-of-Things-enabled customer experience maturity…
ContactBabel: The Inner Circle Guide to Self-Service
The Inner Circle Guide to Self-Service is a major independent analyst report, aimed at providing customer contact professionals with the…
Inner Circle Guide to Multichannel Workforce Optimization
“The Inner Circle Guide to Multichannel Workforce Optimization” is a major independent analyst report, aimed at providing customer contact professionals…
Murder Investigations Help Improve Contact Centres!
How Learning From Murder Investigations and Police Major Incident Command Can Help Improve Contact Centres and Customer Experience Sagaciti launch…
Ultimate Guide to Unleashing Service Excellence with Smart Metrics
How about some insightful reading? Download a complimentary eBook designed to help you build outstanding customer service by using prominent…
The State of Workforce Management in Contact Centres – 2017
The State of Workforce Management in Contact Centres – 2017 It’s all about change. Change is happening in the way…
Call Centre Know How Release Training Manual for Contact Centre Industry
Call Centre Know How Announces Release of Impressive New Training Manual for Global Contact Centre Industry Call Centre Know How,…
eBook: Engage With Customers In An Ultra-Connected Era
eBook: Engage With Customers In An Ultra-Connected Era Whether you’re a small retailer or a massive corporation, the increasingly digital…
Whitepaper: How to Create Integrated Customer Experience
Enghouse Interactive Whitepaper: Why Make Life Harder For Yourself! Download the Whitepaper to find how to create a truely integrated…
eBook: Customer Service Essentials in the Digital Age
It’s not easy for organisations to meet customer expectations for omni-channel service given the isolation of traditional contact centres….
Artificial Intelligence is Changing the Contact Centre
How are Artificial Intelligence & Virtual Assistance Changing the Contact Centre? Over the last 5 years, customer service has considerably…
Cost of Cloud vs On-Premise Contact Centres
It’s a question as old as cloud technology itself: which is the better choice for software, cloud-based or premise-based? When…