The Changing Consumer Behaviours in the COVID Era
– Vonage: Businesses Must Become Agile, Adapt Quickly to Pandemic-Related Changes in Customer Preferences to Enhance Connections – New Survey…
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Team Engagement: The #1 Strategy to Maintain Motivation
Home working isn’t all it’s cracked up to be! The novelty has worn off and managers need to step up…
White Paper: Engage with your customers in conversation
Write the story of your brand as you engage with your customers in conversation In an era which saw an…
Contact Centres Guide to Maximising Voice Technology
Speechmatics publishes new guide providing ten recommendations for contact centres to maximise voice technology for better customer interactions Speechmatics have…
2019-20 UK Contact Centre Decision-Makers Guide
“The 2019-20 UK Contact Centre Decision-Makers’ Guide”, based on surveys with 226 UK organisations and 1,000+ interviews with UK consumers,…
Customer Experience Transformation Benchmark
Contact centre leaders know the importance of meeting and exceeding customer expectations to drive brand loyalty and win in today’s…
Free Download – CX Decision Makers Guide 2019-2020
Create exceptional customer experiences and set yourself apart from your competition What do my customers want? Customer experience impacts all…
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…
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…
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…
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’…
How to Personalise the Customer Experience
Recent independent research by Opinion Matters showed that customers want to know why you’re calling them and where you got…
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…