Why You Should Consider WFM in the Cloud
Now Leaving Your Premises: Why You Should Consider Workforce Management in the Cloud The many financial, performance and organisational benefits…
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ContactBabel – Contact Centre Decision-Makers Guide 2018
Make smarter decisions to improve customer retention Customer experience directly affects customer retention. Find out more about your customers’ preferences…
Financial Services Contact Centres set to invest in Technology
UK financial services contact centres set to invest in web chat, analytics and customer authentication technology 89% of UK banks…
White Paper: Are you Ready for Generation Z?
The influence of Generation Z in consumer purchases has been evident for over a decade as this generation increasingly influences…
Contact Centre Employees: Hold On To What You’ve Got
Dick Bucci, principal consultant at Pelorus Associates, explores eight ways to retain top employees by humanizing the workplace in an…
eBook: 7 Challenges Contact Centres Face Today
An Outlook on Outsourcing: 7 Challenges Contact Centres Face Today The challenges that outsourcing contact centers face nowadays range from…
Whitepaper: Designing and Delivering Customer Journeys
It’s the age of the empowered, omnichannel consumer. Armed with multiple devices, consumers use multiple interaction channels to engage with…
Avoid Multi-Channel Mayhem for Effective Customer Service
With a multitude of customer engagement channels today, it is difficult for companies to know where to focus their efforts….
10 Reasons to Consider Hosted Workforce Management
10 Reasons to Consider Hosted Workforce Management – Hosted WFM white paper from Business SystemsThis latest industry white paper uncovers…
ContactBabel 2018 UK CX Decision-Makers’ Guide
“The 2018 UK CX Decision-Makers’ Guide”, based on surveys with 246 UK organisations and 1,000+ interviews with UK consumers, is…
Human Nature Drives Customer Loyalty in a Digital World
New Calabrio Study Finds Human Nature Drives Customer Loyalty in a Digital World Results show organisations that create emotional connections…
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 your customers’ digital care…
White Paper: Analyzing and Shaping Customer Journeys
Altocloud White Paper: Analyzing and Shaping Customer Journeys When you can anticipate customer needs, you can provide a customer experience…
The European Contact Centre Decision Makers’ Guide
The European Contact Centre Decision Makers’ Guide “The European Contact Centre Decision Makers’ Guide” is a major new independent analyst…
Whitepaper: Card Fraud – It’s time to Act
A practical guide to protecting businesses from fraudsters has been produced by leading communications company Ultracomms in anticipation of tougher…
Blended AI Will Disrupt Your Customer Service And Sales Strategy
Forrester Predictions 2018: Blended AI Will Disrupt Your Customer Service And Sales Strategy Blended AI is transforming enterprises as it…
A Four-Step Process to Maintaining GDPR Compliance
A Four-Step Process to maintaining GDPR compliance by Infinity CCS With GDPR now in force, remaining compliant now becomes the…
ttec eBook: Don’t Fear Bots in Your Contact Centre
EBook Download – Don’t Fear Bots in Your Contact Centre For most industries, it’s not a question of if, but…
8 Top Tips to Make Self-Service a Success
Self-service is growing and has a far greater role to play than simply reducing the number of calls coming into…
