All white papers & guides

Download our handy checklist which highlights the top 8 features you need to consider when looking for a Microsoft Teams compliance recording solution to capture your communications. For many organisations such as Trading Floors, Financial Services and Contact Centres, it is not enough to simply have Microsoft Teams in place and to use the native recording within Teams – these organisations need to be able to efficiently record, store and monitor regulated interactions to remain compliant.

With years of implementing software solutions to drive dramatic business transformation, we've learnt a whole raft of lessons. We've worked closely with the OPX user group to document best practice and project pitfalls that we have seen time and time again when implementing Back-Office technology. Whether you are at the beginning of your Back-Office journey or you are looking to build on past success, download our guide to help you along the path of business transformation.

Each year, Call Centre Helper run a survey to provide the latest and most valuable insights into the fundamental framework of the contact centre. Their survey covers multiple topics. These include customer trends, contact centre initiatives and contact centre technologies such as Workforce Management. As a sponsor of the Workforce Management chapter, we are pleased to help circulate the 2020 results of how contact centres are faring with their WFM technology.

Microsoft Teams is the fastest-growing business app in Microsoft's history.  It is changing the way we work, communicate, and exchange information.  You may be considering Microsoft Teams in your organisation, however, have you considered how to remain compliant with regulations that demand you to record, store, and monitor all regulated transactions and interactions? If compliance recording concerns are delaying your Microsoft Teams adoption, download this guide to find out what you need to consider before choosing a solution.

2020 witnessed many financial services operating models having to rapidly evolve to accommodate large numbers of staff homeworking on a full or part-time basis with only occasional office visits. This guide lists the top 15 homeworking common problems financial services organisations have come across, and how the OPX platform (Back-Office Workforce Optimisation solution) has provided a strategic solution to all of these.   *The guide has been written by: Harry Taylor (former UK Operations Director for Abbey National Bank and Santander Bank)Paul Barrow (former COO...

How have customer service organisations had to evolve during the COVID-19 pandemic? The crisis has been the fastest cultural transformation of our generation, re-shaping the way we live our lives and redefining how the business world operates. To gain a better understanding of this, our partner Calabrio surveyed 300 contact centre professionals. These insights reveal key trends that will define the contact centre of tomorrow.  This guide covers the following topic/themes: A rapid adjustment in customer experienceEnvisioning the contact centre of the futureLeading...

Are you in the midst of putting together a business proposal for why your contact centre needs Workforce Management? Or perhaps your just starting your research into why this technology can be a fit for your business. Either way, our useful guide will help inform you as to why Workforce Management technology is a must in remaining competitive whilst effectively managing costs and maintaining operational efficiency.  Our handy guide covers: An Introduction to Workforce ManagementScheduling within Workforce ManagementEmployee Engagement/satisfaction with Workforce ManagementIncreasing customer...

If your firm uses Microsoft Teams or has started investigating how to deploy it across the Enterprise, it's important to ensure you have the right technology in place to record these communications. If you're struggling or currently investigating a way to record Microsoft Teams and all of your trade-related communications (including multi-channel communications such as voice, chat and video), then this e-book is for you. This guide covers the following topic/themes: Must have #1: Enable compliance to all applicable regulationsMust...

Delighting customers can go a long way. Customers who are emotionally engaged with a brand are more likely to be loyal, and are willing to spend more. However, there are specific barriers to customer delight. Here's a top 10 roundup of what annoys customers the most and how digital customer service and the right training can help. Our guide explores: Each of the top 10 barriers in the way of customer delight Their importance in a customer driven world How...

"Analytics" remains one of the biggest buzz words in the business world - and also the contact centre world. Many reports, whitepapers or blogs talk about using contact centre analytics to drive revenue or increase loyalty. But the best way to understand how this technology is making an impact is to understand the actual use cases. So this simple guide covers the top 10 ways to put analytics tools to targeted use in your contact centre. This guide covers the...

Our 2016 survey showed a significant turn towards Quality Monitoring compared to 2015: 168% increase in the number of contact centres with a dedicated Quality Monitoring team.30% increase in the number of contact centres that upped the number of calls they evaluate to the 4-10 calls/agent/month categoryAlmost double the number of contact centres that use Call Recording In 2017, we teamed up once again with The Forum to find out if and how contact centres in the UK have improved...

Have you fallen into some bad habits when it comes to customer service in your contact centre or are missing out on new opportunities for service?Then download this handy checklist (brought to you by our partner Teleopti) to see if your customer service is running smoothly based on your staffing. Our handy checklist covers: Checking your KPIs reflect exactly what your business needsBeing able to evaluate old school KPIs vs. new optionsEnsuring policies reflect a positive environment in which your staff would like to work...