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,…
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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…
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…