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This study investigates how organisations are managing their reputations. Banks in particular are paying closer attention to the links between IT failures and reputational damage. The consensus is clear: IT risk can imperil a bank’s productivity, damage customer relations and ultimately erode trust. 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

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

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

60-80% of costs related to realising a customer order are administrative-based. Hence, creating a leaner office will drive these costs down, improving profitability and customer satisfaction. Read this paper for excellent advice on what to focus on when becoming lean and how to go about doing it. VIEW SUMMARY

Worried that your website won’t be able to perform under heavy traffic? Want to create a superlative customer experience without compromising on speed and reliability? Read this case study to uncover how APM can help to prepare your websites for seasonal peaks and promotional events. VIEW SUMMARY

A Zombie-apocalypse is not something that keeps most support teams paranoid; it isn’t something that happens every day. So how can you can you get your customer support to be ready for the zombie Apocalypse? This guide will walk you through everything you can and should do to make them proactive. VIEW SUMMARY