Contact Centre Management White Papers

Mobility, big data, cloud computing and social media are shifting the way customers and brands engage with each other, causing customer expectations to change too. This paper details 10 discussion points concerning customer service challenges, and considerations about the future of customer service. VIEW SUMMARY

Customers are becoming increasingly demanding when it comes to contact centres, but setting up and maintaining them is expensive and demanding, and many companies do not use the systems they have in the most efficient way. So, read this paper for 20 reasons to host your contact centre in the cloud. VIEW SUMMARY

In relation to call centres, a survey uncovered that those rating phone service as ‘poor’ or ‘very poor’ almost trebled between 2003 and 2010. A lack of personalised contact makes customers irritated and disengaged. Read this white paper for tactics for personalising customer experience. VIEW SUMMARY

Today’s contact centre must be at the very heart of everything that happens in an organisation, and relationships to all other areas must be fully understood, and integrated. If done right, employee satisfaction, headcount turnover and customer satisfaction will greatly improve. VIEW SUMMARY

Customer centricity is the key to success in a globally competitive marketplace. A company only exists because of its customers. The phone remains one of the most effective ways to make contact with decision makers. How do we identify those that are ready to buy and fast track them to sales? VIEW SUMMARY

Call centres have been forced onto the back foot during most of their relatively short history. Customer service is of strategic importance, however. Read this white paper to find out why customer insight matters. VIEW SUMMARY

Fraud prevention tools and the success of PCI DSS are making it harder for cards to be used fraudulently. But this also means that fraud and compromised card data has VIEW SUMMARY

Customer service has become the most important differentiator between suppliers and firms live or die by their reputation. A range of channels for customer service and support now exist and customers expect to be able to use them. Read to find out how the traditional contact centre has to change. VIEW SUMMARY

Adequately securing the "Contact center in the Cloud" is a reality today. And it's one reason why more companies than ever are realising how an on‐demand, cloud contact center can reduce costs, increase business agility, and accelerate business innovation. Read the report to learn more. VIEW SUMMARY

This paper provides a guide to contact centres. Why the move from on-premises call centers? what is forcing changes in contact centers? how can cloud computing deal with this and how can you begin to make the move? This paper provides the answers. VIEW SUMMARY