All white papers & guides

Despite the rise of analytics and automation,  contact centres remain a human-centred industry. Agents engage with callers, and the success of these interactions depends on personal connections. Skilled team members are the undisputed key to survival,  and managing them well gives a distinct competitive advantage. The importance of  the employee has remained constant since contact centres first began. Download this paper to find out more about: Rising contact centre industry pressuresOrganisational and employee needsHow employee expectations and needs are evolvingHow to...

Interested in a business toolkit to help guide you towards achieving Robotic Process Automation in your organisation? Download our toolkit to help guide you towards achieving automation excellence from 'what is RPA' right through to identifying automation opportunities, reasons to embrace RPA and challenges you may face along the way! Our tooklkit covers: What is Robotic Process AutomationAttended Versus Unattended AutomationProcess Automation Versus DesktopCognitive AutomationBeginning the Robotic Process Automation JourneyReasons to embrace Robotic Process AutomationChallenges you will face with Robotic...

Speech analytics technology has been available for a number of years now and is widely promoted in the contact centre community dividends when implemented in the right way. Why then is there still a reluctance to invest? An essential guide for organisations reviewing whether or not to invest in speech analytics. Content Covers: What has stopped investment in speech analytics? – uncovering the 'why?'Why is speech analytics now more viable? – what dynamics have changed?An expert guide on internal and...

As your organisation navigates potential emergency situations that force agents to work from home, as well as the rise of homeworking in general with organisations, Business Systems and NICE inContact have your contact centre technology needs covered. But having the software capabilities to route customer interactions to agents at home is only half of the preparation equation. Your contact centre must also have a business continuity plan for other resources to make remote work a functional reality. There's so much to consider when...

Workforce Management technology has come a long way in a very short period of time. Nonetheless, there seems to be a lack of understanding on how this technology can help contact centres improve their resource planning, customer service and employee engagement whilst reducing staff turnover and overall operational costs.   Based on our survey, many contact centre professionals are still not convinced on the benefits Workforce Management can deliver to their organisation.

Improving the customer experience, blending can be seen as the latest stage in the evolution of Workforce Optimisation (WFO) strategies. Originating in customer-facing operations like the contact centre, Workforce Optimisation uses data and technology to marshal resources more efficiently, improving service levels, improving the customer journey and boosting workforce productivity. Download this paper to find out more about: Beyond WFO: Why blending?10 ways workforce blending can improve customer experienceThe Challenges of blendingOPX: A technological solutionSolving the blending problems

When your agents are successful your contact centre will also be successful. Unfortunately the reality of a contact centre is a hive of commotion with tough targets to hit, strict budgets to stick to and staff shortages a commonality. We thought it was time for an overview on how contact centres are using Quality Monitoring. ‘How Contact Centres are using Quality Monitoring’ report consolidates the results from 100 contact centres of various sizes and sectors to identify and share with...

This latest industry white paper uncovers what's driving hosted Workforce Management (WFM) uptake. Identifying financial, operational and technical considerations it provides an overview of organisations who naturally align to the hosted model. Also providing best practice practice procurement tips, it is an invaluable guide to any company currently considering whether or not to invest in hosted WFM. Content covers: Introduction/Market TrendsWhy consider Hosted Workforce Management?Key considerations to keep in mindOrganisations who would benefit from Hosted WFMQuestions to ask the vendor Who should be reading this...

With the rapid increase in demand of Call Recording over the past few years, a plethora of suppliers have been brought to the market place as a result.With more suppliers and systems available than ever before, how do you decide which solution and which supplier will be a perfect fit for your organisation in order to give you that competitive edge? Content Covers Choosing the right supplierChoosing the right solutionQuality monitoring to build customer loyalty and competitive differentiationConclusion - Which factors should...

Operating costs and customer expectations are going up year on year. Many organisations work hard to improve the Front-Office of their contact centre. But the Back-Office is getting left behind.  Gartner has identified the potential to reduce costs through the customer journey, internal development and digitisation in the Back-Office. So why is this the best-kept secret in technology?

We've teamed up with Contact Babel in their latest report: “The Inner Circle Guide to Cloud-based Contact Centre Solutions (4th edition)".  This guide aims to provide a detailed and definitive view of: the reality of implementing Cloud-based Contact Centre Solutionsvendors and products available for Cloud-based Contact Centre Solutionswhat the future holds for the Cloud Contact Centres It's a must read guide regardless of what stage of the cloud journey you are on. Here are some of the topics our in-depth guide delves deeper into:...

It’s all about change. Change is happening in the way we communicate, in the way we work, in the way we do business. As a contact centre professional, how do you bring together  employees, customers and corporate demands to run the contact centre in an efficient, productive,  engaging way to satisfy all constituents? We believe Workforce Management (or WFM for short) can help. And our latest survey ‘The State of Workforce Management in Contact Centres – 2017’ shows that more and more contact centre...