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Customers are taking to complaining over the Internet, so how do you manage what they are saying about your business? Furthermore, the customer relationship management of many companies is spread across multiple departments. This lack of integration costs money and can lead to poor customer service. VIEW SUMMARY

10% of retail IT professionals experience downtime of their POS systems on a daily basis. The availability of your POS systems means the difference between making a sale or losing business to a competitor. This paper presents the top ten IT management pain points in retail environments. VIEW SUMMARY

UK businesses have worked hard to drive incremental improvements in cost and efficiency over the past few years but many have hit a wall. There is a need for a fundamental new approach to every aspect of business. This paper lays out the opportunities for change and the ROI that can be achieved. VIEW SUMMARY

Digitally savvy companies have to manage a growing set of web experiences. However, the willy-nilly addition of standalone sites means customers are bombarded by mixed messages and disconnected sites. A consistent platform for content delivery across multiple web experiences will enrich their usage. VIEW SUMMARY

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

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

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

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