Products

Insights from the CCMA Leadership Series – Energy & Utilities The energy and utilities sector is evolving rapidly. With increasing regulatory pressure, growing customer expectations, and the push towards AI and automation, how can contact centres stay ahead? This exclusive report, developed in partnership with CCMA, captures key insights from industry leaders on how to build a future-ready contact centre. What You’ll Learn: The biggest CX challenges facing energy and utility firms today How AI and automation are reshaping customer...

For Banks and other financial organisations, running and maintaining multiple legacy & live voice platforms is a costly burden with hidden risks. This in-depth report, sponsored by Wordwatch, outlines how these organisations can, by consolidating their view of legacy voice data: Improve Compliance Mitigate Disparate Data Risks Protect Their Reputation Cut Costs Download the full report now to find out more.

Rapid, transformative change has swept the contact centre these past few years. The acceleration of flexible work models and cloud-powered operations, along with the overall surging investment in technologies has driven change within the contact centre. With the 'Great Resignation' sweeping the workforce, it's now more important than ever to understand changes from an agent's point of view. Download our guide for the latest trends including: Why agent stress levels are risingWhich technologies are helping agents - and which technologies...

The events of 2020 profoundly changed the way we live, the way we work and the way we do business. Contact centres and customer support teams often were on the front lines, rising to the occasion despite the pressures of sudden remote work requirements, rapid technology changes and sensitive customer scenarios. This has changed business requirements and priorities for contact centre technology. Download our guide and discover what is driving the rapid innovation and how organisations are already putting those...

Artificial Intelligence (AI) is a huge buzzword for a broad range of technology and functions. Many organaisations may already be using AI. Or they are already aware of the common contact centre use cases for AI. But how much do organisations really know about this term? Demystify how AI works in the contact centre by downloading this guide.

Deploying the technology of everyday chatbots can work wonders for your contact centre agents and customers. In fact, in 2020, we saw the use of chatbots skyrocket as call volumes soared during the global pandemic and leaders turned to this technology to help their customers and agents. Not only is chat and chatbot customer service now accessible for all, but with 50% of businesses now offering this, customers have now also come to expect it.  Download our guide to help...

Upgrading to a cloud contact centre is becoming a crucial way forward in how businesses operate. Ensuring effortless customer experiences that exceed expectations is critical to a contact centres success. But call centre software that manages systems and customer channels separately can make this extremely difficult to do. Is your current contact centre setup making your job harder than it should be? If so, download this guide to see if now is the right time to level up to a...

As voice recording systems reach end of life, banks must find a way to preserve the recordings and the voice data integrity, so they remain accessible for regulatory retrieval purposes. The typical approach involves migrating the legacy voice recordings into a new voice recording system which can be a bit like putting a square peg into a round hole – it cannot be done in its entirety without changing the original format of the data, an unacceptable compliance risk. But...

“The Inner Circle Guide to Omnichannel (3rd edition)” is one of the Inner Circle series of ContactBabel reports. The Inner Circle Guides are a series of analyst reports investigating key customer contact solutions and business issues. The Guides aim to give a detailed and definitive view of the reality of the implementing and using technologies, how best to address these issues, and a view on what the future holds. To find out more about what the future of Omnichannel within...

We all want to do more with less, benefiting from a more efficient and productive operating model. Unfortunately, there is no one magic formula or quick fix to achieve this. However, with slight incremental changes, contact centres can formulate a powerful workforce engagement management strategy to reduce costs across the board. Our guide highlights the top 9 ways contact centres can lower costs and how much you can expect to save with each one ranging from: Optimal schedulingLess time spent...

Learn About the Top 9 Call Recording Infrastructure Challenges Today, most financial organisations operate voice recording systems that span multiple vendor products, multiple versions with multiple capture protocols, and often in multiple regions – too many multiples to run an efficient operation! Much of the system estate may be out of date and incompatible, which creates a real and significant dilemma in terms of call management, regulatory compliance adherence, operational efficiencies, and cost base control. Download our whitepaper which discusses...

Many organisations such as Financial Institutions or Contact Centres implement and manage call recording solutions to ensure compliance, improve the customer experience and reduce business costs. However, organisations also need a reliable call recording support partner to ensure their systems are running as they should. Our guide outlines what support you should be receiving from your call recording supplier, a checklist of what to ask potential providers and considerations when addressing legacy call recording data.