Expolink ‘The Insiders’ Guide to Web Chat in the Contact Centre. If you think web chat…
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Eptica research sees Twitter overtake email for fast, accurate customer service
Latest Eptica research sees Twitter overtake email for fast, accurate customer service UK brands are failing…
Cirrus – Delivering the Experience Customers Deserve
Why is the Customer Experience so Important? Whereas running an efficient and effective contact centre is…
ICMI Report: How to Create a Flawless Call Centre Customer Experience
ICMI Report; ICMI have released a contact centre whitepaper ‘Insider Perspectives on Removing the Roadblocks to…
5 Top Tips for Capturing the Voice of the Customer in the Contact Centre
Rant and Rave has outlined 5 top tips for capturing the Voice of the Customer in…
How to Improve Customer Contact Performance and Deliver Great Customer
Customer engagement in today’s multi-channel environment is challenging and sometimes considered complex, but it really doesn’t…
Webhelp UK – Omni-channel simplified: Three easy steps to success
There is a simple concept at the heart of omni-channel thinking; to understand what customers want…
Inside the Minds of Your Customers [Survey Results]
Don’t Miss These Survey Results What do consumers really think about customer service today? How do…
The ‘customer hangout’ is the contact centre of the future
The ‘customer hangout’ is the contact centre of the future Syntec’s ‘cloud-gazing’ white paper researches the…
Why Focus on the Customer Journey?
As today’s consumers use more channels and more touchpoints to engage with your company, there’s been…
Intelligent Digital Engagement – The key to taking advantage of Sales Abandonment
Customer Experience online is a topic which many companies approach from a basic angle. Providing an…
Tripudio Cloud Based IP Telephony Whitepaper Now Available
Tripudio Cloud Based IP Telephony Whitepaper Every business, start-up or enterprise, is challenged with increasingly changing…
PCI Compliance White Paper published by Encoded
PCI Compliance White Paper – Telephone Payments & PCI DSS By Rob Crutchington – Director at…
Profile of the Contact Centre sector workforce
In December 2012 there were estimated to be 5,650 contact centres in the UK with 650,500…
Three Tools for Inside Sales Success
Inside Sales may be one of the most exciting growth areas in many companies especially contact…
Interactive Intelligence A New Definition of Workforce Management
Interactive Intelligence – The complex service operations businesses deal with today demand a broader view of…
Recording Made Easy – Free Guide to Call Recording
In the past larger companies and organisations have mainly required call recording, but with ever increasing…
2014 Best Practice Guide for customer contact leaders
The Best Practice Guide, published by the Professional Planning Forum, is packed with outstanding case studies,…