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…
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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…
GDPR is actually a Customer Experience Opportunity!
Worried about GDPR? Use Infinity CCS’s Guide to get compliant and at the same time build a Single Customer View…
Agents Have Difficulty Getting through to Management
A study by KURA of frontline contact centre agents has highlighted their extraordinary difficulty in getting though to their own…
PCI Compliant Contact Centres: Maximising Customer Experience
PCI Compliant Contact Centres: Maximising Customer Experience [EBOOK] The ways in which customer experience can be enhanced is understandably a…
How Contact Centres Can Recruit & Retain Agents
New guide explains how contact centres can recruit and retain talented agents A new insight guide which offers five steps…
Consumers Demand Better & More Detailed Answers from Brands
UK consumers demand better, more detailed answers from brands – or they’ll move to rivals 94% say personalised answers will…
Move Your Contact Centre to the Cloud with Confidence
Genesys eBook: Move your contact centre to the Cloud with Confidence If you are considering the right deployment model for…